Complete Clarity Solicitors


Rectifying consumer disputes – consultation

Plans to give consumers greater access to redress if something goes wrong with their purchase of goods or services are the subject of a recently launched Government consultation.

The consultation sets out the Government’s proposals for an alternative dispute resolution (ADR) scheme to help consumers resolve their complaint without the cost and hassle of going to court.

There are some well-established schemes in regulated sectors where the use of ADR is compulsory, such as the Financial Ombudsman Service, but in other areas such as passenger transport, water, construction, private parking, and vehicle repair, access to ADR remains patchy or limited.

One option being considered is the creation of consumer facing complaints website and phone line to reduce confusion that may be caused by the number of ADR schemes in place.

The consultation is also calling for evidence on whether further reform is needed to simplify the ADR landscape to make it easier for consumers while balancing it against the cost to business.

The consultation forms part of the Directive on Alternative Dispute Resolution and Regulation on Online Dispute Resolution, which was finalised in July 2013.

The consultation itself will run until 3rd June 2014.

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If you need advice on resolving a contractual dispute please click here to fill out our online enquiry form or call us today on 0141 433 2626. We look forward to hearing from you.