Consultation outcome

Alternative dispute resolution for consumers

• From: Department for Business, Innovation & Skills
• Published: 11 March 2014
• Last updated: 18 November 2014 — See all updates

This was published under the 2010 to 2015 Conservative and Liberal Democrat coalition government

This consultation has concluded

Read the full outcome

Alternative dispute resolution for consumers: government response to the consultation on implementing the Alternative Dispute Resolution Directive and the Online Dispute Resolution Regulation

Ref: BIS/14/1122

PDF, 377 KB, 49 pages

Detail of outcome

The response outlines our proposals on:

• how we can make sure alternative dispute resolution (ADR) is widely available (as a cheaper and quicker alternative to the courts for disputes which a business is unable to resolve directly with a consumer)
• how consumers can be signposted to an appropriate ADR supplier
• how ADR suppliers will be certified and monitored

Better ADR and easier access to it will give consumers greater protection and more confidence in resolving any problems with their purchases. It will be good for all businesses that are committed to giving their customers the best possible service.

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Original consultation

Summary

We’re asking for views to help us apply new European requirements for alternative dispute and online dispute resolution into UK law.

This consultation ran from
10am on 11 March 2014 to 11:45pm on 3 June 2014

Consultation description

We want to know your views on our proposals for applying the requirements of the European Directive on Alternative Dispute Resolution (ADR) (2013/11/EU) and the Regulation on Online Dispute Resolution (ODR) (524/2013) into UK law.

The new requirements aim to give European consumers greater access to redress, outside of court, should something go wrong with their bought goods or services.

We’re also seeking views on a broader reorganisation of consumer ADR.

This consultation is relevant to:

• UK consumers
• all businesses selling to UK consumers
• bodies who provide ADR for consumer disputes

Documents

Alternative dispute resolution for consumers: implementing the Alternative Dispute Resolution Directive and Online Dispute Resolution Regulation

Ref: BIS/14/575

PDF, 312 KB, 59 pages

Alternative dispute resolution for consumers: implementing the Alternative Dispute Resolution Directive and Online Dispute Resolution Regulation - consultation stage impact assessment

Ref: BIS/14/594

PDF, 392 KB, 28 pages

Published 11 March 2014
Last updated 18 November 2014 + show all updates

1. 18 November 2014

   Government response published.

2. 11 March 2014

   First published.