This law matters when consumer complaints cannot be resolved internally. Businesses should know what ADR information must be provided and make sure complaint handling does not become defensive, inconsistent or misleading.
Main laws
United Kingdom Regulation
Alternative Dispute Resolution for Consumer Disputes Regulations 2015
These Regulations set UK rules about ADR information and approved ADR bodies for consumer disputes.
In forceUnited KingdomPlain-English guide4 practical checks
Plain-English explainers, not legal advice. Use the linked official source for section-level detail, and get advice for your situation.
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Quick read
- This law matters when consumer complaints cannot be resolved internally.
- Businesses should know what ADR information must be provided and make sure complaint handling does not become defensive, inconsistent or misleading.
Likely relevant if
- Consumer-facing businesses
- Ecommerce stores and subscription services
- Businesses in sectors with approved ADR schemes
Check first
- Check whether sector-specific ADR rules apply
- Give required ADR information after unresolved consumer complaints
- Keep complaint responses accurate and consistent
What this means in practice
Key points
- A good complaints process can prevent small disputes from becoming regulatory issues.
- ADR wording should not imply consumers have fewer statutory rights.
- Support teams need authority levels and escalation paths.
When this law usually matters
Most businesses do not need to memorise the whole law. The useful starting point is to know when it is likely to affect a contract, customer journey, employee process, data flow or company decision.
Key points
- Consumer-facing businesses
- Ecommerce stores and subscription services
- Businesses in sectors with approved ADR schemes
- Customer support and complaints teams
What to check first
Sense check
- Check whether sector-specific ADR rules apply
- Give required ADR information after unresolved consumer complaints
- Keep complaint responses accurate and consistent
- Train support teams on escalation and settlement authority
Documents and workflows to review
Key points
- Complaints policy
- Customer support scripts
- ADR information wording
- Terms and conditions
- Complaint outcome letters