We are an independent ‘not for profit’ and impartial organisation that specialises in resolving disputes between consumers and: retailers (in-store and online); supermarkets; garden centres; restaurants and takeaways; hotels and leisure providers; boiler installation and repair providers; and airlines
We are authorised by Government to operate as an ‘ombudsman’ as well as being authorised by: -Chartered Trading Standards Institute – in relation to complaints about retailers and traders, under The Alternative Dispute Resolution for Consumer Disputes (Amendment) Regulations 2015; and - Civil Aviation Authority – in relation to complaints about airlines. We are also approved by Ofcom, the independent regulator and competition authority for the UK communications industry.
To provide an independent, impartial review and determination of consumer complaints within our jurisdiction. We aim to complete the process within 60 days of receiving a complete complaint file.
From the 15 February 2016 the European Commission released a new online platform to assist consumers to resolve disputes against online retailers. Please click here for more information.
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