Don’t waste your time, they are biased, do not listen, do not investigate properly and side with the retailer at fault even when you have witnesses and clear evidence of store wrongdoing! Wish id... Vis mer
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Se hva andre synes
They keep closing my case without any communication. They've done it 4 times now. I already left 2 feedbacks earlier and had a response with some instructions. I followed their response and submitted... Vis mer
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I'm not quiet sure what CDRL would accept as failings for the retailer!! The retailer's staff have lied (told false information!) and been disciplined, letters of complaint were ignored,staff... Vis mer
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Scam umbrella company that supposedly acts as an alternative resolution firm for various companies. This is purely criminal as it's a company which is claimed to do a service but doesn't really do it.... Vis mer
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Informasjon om virksomheten
Skrevet av virksomheten
Consumer Dispute Resolution Limited (CDRL) is a not for profit alternative dispute resolution (ADR) provider, approved, under the Alternative Dispute Resol
Kontaktopplysninger
Unit 5, Homelands, Higher Union Road, TQ7 1EQ, Kingsbridge, Storbritannia
- cdrl.org.uk
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Don’t waste your time
Don’t waste your time, they are biased, do not listen, do not investigate properly and side with the retailer at fault even when you have witnesses and clear evidence of store wrongdoing!
Wish id looked on here before wasting my time-I’ll await the standard blanketed reply from CDRL, we are sorry the resolution didn’t meet your expectations blah blah blah, maybe the company is ran by bots as clearly they do not have humans who are prepared to listen and take action on evidence, they are too scared to challenge retailers! And just refuse/deny every single claim even when there is very clear evidence or retail discrimination they don’t want the evidence witness statements etc, they just offer blanket replies!!!!
8. oktober 2026
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Svar fra Consumer Dispute Resolution
Hi Claire,
Thank you for taking the time to share your experience with us here. We take comments about our service and the handling of cases seriously.
As an independent ADR body, our role is to assess each case impartially, considering the information and evidence available alongside the relevant laws and regulations. Our decisions are based on the individual circumstances of each case. We never favour one side over the other, whether consumer or trader.
We'd also like to clarify that we are not run by bots, and every case brought to us is reviewed by a human Adjudicator/Arbitrator - and our responses to reviews are written by real members of our team. However, we recognise that this may not have been your impression of our service, and your feedback on this will be shared with the team internally, as we are always keen to ensure our processes are clear to those who use our service.
Though we understand you were ultimately left dissatisfied after your experience with us, thank you again for sharing your feedback with us here.
They keep closing my case without any…
They keep closing my case without any communication. They've done it 4 times now. I already left 2 feedbacks earlier and had a response with some instructions. I followed their response and submitted my case 4th time with the final response attached, but they still closed my case stating that they only deal with unresolved cases! It is obviously unreasolved if I keep submitting it. I feel like these people are simply laughing at me. I even asked them not to close my case before they speak to me and explain what information they are looking for, but it was simply ignored!!!
9. september 2026
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Svar fra Consumer Dispute Resolution
Hi Alex,
We're very sorry again for the difficulties you're experiencing with submitting your complaint to us, and understand this may be a very frustrating situation, and appreciate your patience.
Please could you check your inbox - you should have received a message there from us asking for more information on your case. We will look into this matter for you internally to see what's going on, and get back to you as soon as possible. Thank you.
UPDATE:
Thank you again for your patience whilst we have investigated the issues you have raised with submitting your complaint to us. We can see that you have lodged 4 tickets on our Support Ticket System, all of which have been responded to and have therefore been marked as resolved.
However, in order to actually submit your claim to us, you will need to complete our online claim form, rather than submitting a ticket. The link for the online claim form is here:
https://dashboard.cdrl.org.uk/webform
Please note that all evidence files must be uploaded prior to submitting your claim.
Thank you again for your patience while we looked into this matter, and please do reach out to us via our Contact Form if you require any further assistance.
Don’t waste your time using this service
Absolute waste of time. Funded and totally bias to the retailer. I had bleach leak from bottle on my clothes whilst shopping in Aldi, reported it and showed them the damage. Had to follow up in writing and because I couldn’t produce receipts for my clothes (only totally about £55),‘I pointed out the clothes were not new. And who jerks receipts for clothes, they only offered £20 voucher. Tool of fit up with CDRL, after about 4 months they sided with Aldi. I wished I’d never wasted my time contacting CDRL
26. august 2026
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Svar fra Consumer Dispute Resolution
Hi Dean,
Thank you for taking the time to leave us feedback. We're very sorry to hear you were left dissatisfied with the outcome of your Aldi complaint after using our services, especially after what sounds like a very frustrating situation.
However, we do take concerns regarding our impartiality seriously, and want to reassure you that we are indeed an independent body, and we never favour one side over the other - whether consumer or trader.
We also want to reassure you that, if you used RetailADR and were left unsatisfied by the ADR outcome, you have a 14-day window to reject it starting from when we issued it. If you choose to reject the outcome, it will not be legally binding, and you are still free to take your complaint elsewhere (such as court).
We apologise again for any frustration caused by the outcome of your case, and want to thank you again for sharing your experience with us here.
Don't waste your time
My very expensive 10 month old watch developed a fault (a known fault on this particular make) and the company refused to repair it claiming there was damage that caused the fault. Even though I had proof that the damage was caused after I returned the watch to be repaired CDRL sided with the retailer claiming the fault was caused by me.
Don't waste your time, they were a complete waste of time and effort. Absolutely disgusting practise from an organisation that is supposed to be impartial!!
31. juli 2026
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Svar fra Consumer Dispute Resolution
Hi Wayne,
Thank you for leaving us feedback. We're sorry to hear you were left dissatisfied by your ADR outcome after using our services for your watch complaint.
We do, however, take concerns regarding our impartiality seriously, and want to reassure you that we are indeed an independent, impartial third party. We never favour one side over the other - whether consumer or business. Due to the strict regulations in place surrounding ADR, we can only base our Determinations off of the information and evidence provided to us.
We sincerely apologise again for any disappointment caused by your ADR outcome, and we understand that it may be frustrating when an outcome does not meet your expectations.
Opaque and frustrating service
Opaque and frustrating service, you jump through many hoops and wait. They communicate via an obscure “you have an update” process but you have to login and navigate to a message but I’m pretty sure they are sometimes there sometimes not. You would have to dedicate your life to constantly checking if you wanted to me on top of the process. I then got a complete closed zero adjudication but couldn’t find any details of justification. I would say it’s a con but that would be unfair to con artists who at least put in some kind of effort.
Not sure where to go from here but will never touch this outfit with a barge pole again. You would be better off communicating with a ouija board!
6. august 2026
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Svar fra Consumer Dispute Resolution
Hi Peter,
Thank you for taking the time to leave us feedback. We're sorry to hear you were ultimately left unsatisfied with your ADR outcome after having used our services.
We're really sorry to hear you found our portal/dashboard system frustrating to navigate whilst trying to keep track of the process. We take the concerns of our service users seriously, and have thus just recently undergone a major overhaul of our portals and websites to make the UI easier to navigate, and the ADR process easier to keep track of - we also acknowledge the old systems needed a major update, and we apologise again for the frustration caused as you were using it!
With regards to the lack of justification for your outcome - we sincerely apologise if this somehow did not get sent to you, as you should definitely have received it within the report! I have raised the issue internally and we will get back to you as soon as possible.
We do also want to reassure you that, if you disagree with the outcome of your ADR case, as long as you used one of our free Adjudication schemes, you are absolutely able to reject the Determination within a 14-day window of us issuing it. This then leaves you free to take your complaint elsewhere, such as court, as though the ADR outcome never happened.
Thank you again for taking the time to leave us a review, and we apologise again for the frustration caused by our old systems, and for any disappointment caused. All service user feedback is valuable to us, and we appreciate you sharing your experience with us.
CDRL appear to be con artists
CDRL appear to be con artists, a total fraud!
- CDRL failed to contact me directly to review the serious issues between myself and the company.
2 - CDRL pointedly REFUSED to furnish me with any details about the supposed Mediator involved in my matter!
3 - CDRL took TWO YEARS to respond to extremely basic application form I completed asking for mediation. CDRL only responded after I tracked down contact detalils of CDRL directors - NONE of whom had any professional ADR or Mediator qualification or background of any description.
4 - CDRL failed/ refused to respond when I rejected their purportedly independent decision and asked to appeal it.
5 - Contrary ie in direct contrast to all Mediation rules CDRL somewhat oddly refuses i.e., rejects any notion of transparency. Evidenced by the fact CDRL REFUSED to identify who the names of the supposed Mediators who were supposedly involved in my matter or even clarify/list their purported professional Mediator/ADR qualification/s.
Legally ALL mediation must be fully transparent to both parties. This is the primary/fundamental code of practice for ALL professionally qualified mediators.
6 - At absolutely no point during the process did CDRL communicate with me about the dispute. Other than the extremely perfunctory basic form completed at the start of the process, CDRL pointedly refused to engage or respond to my offer to elaborate on the situation.
7 - Hence CDRL - despite their spurious claims - FAILED to complete any investigation of any description regarding the matter whatsoever. For the avoidance of doubt there was no investigation - CDRL failed to investigate!
8 - CDRL pointedly REFUSED my suggestion for them to chair i e., mediate in-person ADR at a neutral location/venue.
9 - CDRL also failed to offer online mediation?!
10 - CDRL appears to be extremely fraudulent in its claims to be able to provide ADR/Mediation of any description!
SUMMARY
CDRL's dishonest misrepresenration of itself as a company offering independent Mediation/ADR needs to be exposed at the highest level!
CDRL really must be thoroughly investigated, particularly as it falsely purports to be government sponsored, and Mediation/ADR is now enshrined in the laws of England and Wales.
27. august 2025
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The wort company ever and likes to lie
The wort company ever, they even didn't feel shame to reply to my review and to lie that people can see how good they are, and they do not work in retailers favour. They do not feel shame to lie that they considered all our evidence, we got a voucher from Curry's only for £279 to buy tv, when we paid for repair plan all these years, that out old tv haf sleek,smooth nice silver curved design that fitted nicely inti our home, they didn't care that argos gave us the cheapest l, thicker some breakable plastic tv, that didn't reflect any what we had, that we wont be able to buy anything for £279 pounds so smooth sturdy sleek design tv like we had for those money, even care and repair plan says we suppose to be able to buy, if not the amount suppose to be increased up to purchased price. They didnt investigate that we didn't agree for that amount voucher and currys without pur permission still sent us voucher. They just closed the case and you can't do anything else, we wont be able to buy nice sturdy sleek design tv that we had for £279. And they dont care, just closed everything. Hope this scammers one day will be closed, dont listen to curry and dont deal with this scammers, they help just retailers. And they also lying that they dis everything.
30. juli 2026
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Svar fra Consumer Dispute Resolution
Hi Agne,
Thanks for leaving us another review regarding your experience with us; We absolutely understand your frustrations, and apologise again for any disappointment caused by your ADR outcome not meeting your expectations.
If you do indeed believe that our team didn't assess all of the details of your case fully, you're welcome to file a formal service complaint with us. When you do so, an independent Assessor will review your complaint and evaluate the service you received. The independent Assessor has no affiliation with us.
Assuming you used Consumer Arbitration (as your complaint is about Currys), I will provide the relevant service complaint link below:
https://www.consumerarbitration.co.uk/complaining-about-consumeradr/
Please let us know if you encounter any issues with filing your service complaint, or if you used a different scheme, and we'd be happy to provide any extra information. Thank you.
ARE CDRL's MEDIATION/ADR CLAIMS COMPLETELY BOGUS?
1 - CDRL failed to contact me directly to review the serious issues between myself and the company.
2 - CDRL pointedly REFUSED to furnish me with any details about the supposed Mediator involved in my matter!
3 - CDRL took TWO YEARS to respond to the form I completed asking for mediation. CDRL only responded after I tracked down contact detalils of CDRL directors - NONE of whom had any ADR/Mediator qualification or background
4 - CDRL failed/ refused to respond when I rejected their purportedly independent decision and asked to appeal it.
5 - CDRL somewhat oddly refuses ie rejects any notion of transparency. Ot won't say who the supposed Mediators are or clarify/list their purported professional Mediator/ADR qualification.
6 - At absolutely no point during the process did CDRL communicate with me about the dispute. Other than the extremely perfunctory basic form completed at the start of the process, CDRL refused to engage oe contact me.
7- CDRL pointedly REFUSED my suggestion to chair in-person mediation at a neutral location/venue.
8 - CDRL also failed to offer online mediation?!
CDRL appears to be extremely fraudulent in its claims to be able to provide ADR/Mediation of any description!
CDRL's dishonesty must be investigated by the relevant authorities. It really needs to be thoroughly investigated, particularly as Mediation/ADR is now enshrined in the laws of England and Wales.
I'm definitely going to expose CDRL to the digital and traditional media.
30. juli 2025
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Svar fra Consumer Dispute Resolution
Hi, thank you for sharing your feedback with us. We're sorry to hear you were left dissatisfied with us, particularly regarding your accounts of our delayed communications - this is an area we've worked greatly to improve on and introduced a new ticketing system to streamline, as ensuring our processes are clearly and efficiently communicated to service users is of utmost priority to us. We're sorry you encountered issues with reaching out to us.
However, we do want to reassure you that our team is indeed comprised of qualified Adjudicators and Arbitrators. Currently, we do not operate Mediation, as this is a different form of ADR. If you would like a Mediator to review your case, you will unfortunately have to go to a different ADR provider who specialises in that form of ADR - we only use Adjudication and Arbitration.
We do also want to reassure you that, if you used any of our 4 free Adjudication ADR schemes and were left unhappy with the outcome of your case, you do not have to accept it, and are free to reject it and pursue your complaint elsewhere as though it never happened.
Thank you again for taking the time to leave us a review, and we once again apologise for any frustration caused by the delays in our communications with you.
Very Disappointing Service…
I have just received a Final Determination from CDRL rejecting my claim for increased compensation. The case related to an aborted boiler replacement by British Gas, (BG), 3 months after contract agreement. After the 4th visit by BG staff, BG withdrew from the contract because of a pipework issue. They offered no help in resolving this.
The Determination is a lengthy, legalistic argument based on an interpretation of the Consumer Rights Act 2015. Several factual errors are contained therin. The conclusion is that BG's actions were reasonable, inconvenience caused was not significantly prolonged and £50 compensation is fair and reasonable. I can only wonder at this judgement which goes against any common sensed view. It is said that the Law is an Ass but it is in the hands of those who interpret it.
Regarding the CDRL process, the website is hopeless and fails to include a Save/Edit facility. The Adjudication process can take up to 90 days which seems excessive. Others have commented on the probable bias towards companies using the service. This now seems to me to be very apparent.
24. juli 2026
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Svar fra Consumer Dispute Resolution
Hi Neil,
Thank you for leaving us another review to share your feedback on our services; We're really sorry to hear that you were left unsatisfied regarding your British Gas complaint - the details of your case do sound very frustrating, and we regret that you felt the Determination on your case was insufficient.
Due to the strict regulations surrounding the ADR process, any number of factors can influence the amount awarded in a Determination; we understand that this may cause disappointment at times, but we do have to ensure that we evaluate each case brought to us by these same rules in order to continue providing a fair, impartial service. We absolutely understand your frustration, and apologise for any disappointment caused, though we do take concerns regarding impartiality seriously. We want to reassure you that we are indeed an independent body, and never favour one side over the other, whether consumer or trader.
In reply to your feedback on our website & portals - thank you very much for sharing your experience with us, as these are priority points we have recently been working to greatly improve, and the service user experience is of utmost importance to us! We have just recently undergone a major overhaul of our websites to make the UI easier to navigate, and our portals should now be more streamlined. We're very sorry that you encountered issues with our old website - we also recognise that the old system was clunky, and we can only apologise for any inconvenience this caused while you were going through the ADR process. We have also recently lowered the 90 day time limit to 60 days for our Adjudication schemes, as we also acknowledge the importance of giving consumers and traders swift resolutions to their disputes - we're very sorry you felt that the previous 90 day limit was excessive.
Thank you again for taking the time to leave us a review; all feedback is valuable to us, though we regret that you were ultimately left unsatisfied after having used our services.
Don’t bother - useless
I really do not want to go onto my whole experience as I have already wasted enough time with this agency.
To summarise, they do appear bias in favour of the retailers, the process is too long and on most cases a waste of time, you could probably offer a signed confession from the retailer and they would still side with them. I know that to get to this point claimants have a lot at stake but if possible, just don’t bother.
15. juli 2026
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Svar fra Consumer Dispute Resolution
Thank you for sharing your feedback. We’re sorry to hear that you feel this way about your experience with us, and we appreciate your patience in taking the time to wait for the ADR process to come to a conclusion. Due to the strict regulations in place regarding the necessary deadlines and time-frames of ADR, it's often unavoidable - we apologise if this caused any frustration. However, we do take concerns about impartiality very seriously.
We want to reassure you that our decisions are made independently & based on the evidence provided by all parties, in line with the relevant regulations and guidelines. We do not favour one side over another. We do, however, regret that this did not feel apparent to you whilst using our services - we're always looking for ways to make the ADR process more transparent and clear for our service users, as this is a priority point for us.
We also want to reassure you that, if you used one of our 4 free Adjudication schemes (such as RetailADR), you are free to reject the Determination if you disagree with it. You have a 14-day window from when we issued the Determination to do so. If you reject the outcome of our ADR process, you're free to pursue your complaint elsewhere (such as court) as though it never happened!
Once again, we appreciate you taking the time to use our service, though we recognise that the outcome may not always align with expectations. Thank you for taking the time to leave us a review - all feedback is valuable to us.
Terrible Terrible Terrible
I wish I had read these reviews before taking my case against TJMaxx to CDRL. What made my experience even worse was that TJMaxx falsely claimed they had already offered me compensation. The adjudicator relied on that statement and concluded there was no reason to award me anything further. I explained to CDRL that this was simply untrue, but I was told that once a decision has been made, it cannot be challenged. The decision was based on information that wasn’t true!! How can that possibly be fair or lawful? To make matters worse, the whole process took an incredibly long time. I have now decided to take TJMaxx to the small claims court as a matter of principle. At this point, it is no longer about the money!!! I’m just annoyed at the injustice!
14. juli 2026
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Svar fra Consumer Dispute Resolution
Thank you for taking the time to leave us a review. We're very sorry to hear you were left unsatisfied after your experience with us regarding your dispute with TJ Maxx.
We understand that it must be really frustrating if TJ Maxx told us that they offered you compensation when this did not actually occur, however as an independent body, we are only able to offer legally binding ADR outcomes based on the information and evidence provided to us during the process, and cannot control what a trader does in negotiation with you.
We do, however, want to reassure you that - as long as you used one of our free adjudication ADR schemes, such as RetailADR -, you are absolutely able to reject the ADR outcome if you do not agree with it, and can go to court as though it never happened if you wish to. You have a 14-day window to reject our Determination once we issue it. We respect your decision to take the trader to Small Claims Court in order to pursue this matter if you have not been given owed compensation, as is your right.
We once again apologise for any frustration this situation may have caused for you - we know how disappointing it can be when an ADR outcome does not meet your expectations. Nonetheless, we really appreciate you taking the time to use our services, as well as your patience in waiting for the ADR process to come to a conclusion, and leave us feedback. Thank you.
Save yourself time and frustration
Save yourself time and frustration! CDRL appears to be strongly biased in favor of large businesses rather than individual consumers. In my case, the decision was made in the company's favor despite the fact that it didn't provide any supporting evidence. Meanwhile, the receipts and photos I submitted were just ignored. After reading other reviews, I understand that this is not an isolated incident but rather a common practice, which is very disappointing.
20. januar 2026
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Svar fra Consumer Dispute Resolution
Hi Anna,
Thank you for sharing your feedback. We’re sorry to hear that you feel this way about your experience with us, and understand that it can be frustrating when an ADR outcome doesn't meet your expectations. We do, however, want to reassure you that our ADR services exist as a stress-free alternative to court; If you used one of our free Adjudication ADR schemes, the outcome is only legally binding if you accept it within the 14-day window after we issue our Determination. If you were left unhappy with the decision, you may reject it and take the trader in question to court instead if you wish to do so, irrespective of the ADR outcome.
However, we do take concerns about impartiality very seriously, and want to reassure you that our decisions are made independently & based on the information & evidence provided by all parties, in line with the relevant regulations and guidelines. We do not favour one side over another. ADR is a heavily regulated process, and we need to follow all the rules in order to ensure we provide a consistent, fair, impartial service to both consumers and traders. Though we regret that it may leave the unsuccessful party unhappy, any number of factors may cause a complaint to fail, and this is out of our control.
We apologise once more for any frustration that may have been caused by the ADR outcome not meeting your expectations, though we greatly appreciate you taking the time to use our services and leave us a review. All consumer feedback is valuable to us.
Failed by an “independent” dispute scheme that sided with Currys despite admitted failings
After Currys left me with an unsafe, uninstalled fridge freezer and repeatedly misled me about engineer visits that were never booked, I took my complaint to CDRL/RetailADR. I provided a detailed chronology, written correspondence and evidence showing:
I had paid for installation which was not carried out.
I was told on two separate days to stay at home for visits that literally did not exist in Currys’ system.
A Currys staff member falsely claimed their notes showed I had refused access and did not want anyone from Currys near my property – something Currys later admitted was not supported by their own records.
Despite this, CDRL concluded that Currys had done nothing wrong and that I effectively had no case. In other words, an ADR scheme that is supposed to provide independent redress looked at an unsafe non‑installation, two wasted days built on misinformation, and a false allegation recorded against me, and still found no meaningful fault on the retailer’s side.
The whole process felt one‑sided and opaque. I was required to submit detailed evidence and arguments, but the outcome read as if the bar for criticising the retailer had been set so high that almost nothing would ever qualify. It is very hard to see how an ordinary consumer could look at my case and feel that the decision was fair, balanced or proportionate.
CDRL markets itself as an independent body approved to help consumers resolve disputes with retailers. In my experience, it functioned more as another layer of defence for the retailer than as a genuine check on unfair treatment. If you are a consumer considering using this scheme, be aware that it may consume a lot of time and energy for very little prospect of meaningful redress, even in cases where the retailer has already admitted serious failings.
18. juni 2026
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Svar fra Consumer Dispute Resolution
Hi Heidi,
Thank you for taking the time to leave us a review. We're very sorry to hear you were left unsatisfied after your experience with us regarding your dispute with Currys.
The details of your case do sound very frustrating, and we're sorry that the outcome of your ADR case did not meet your expectations. Unfortunately, since ADR is such a heavily regulated process, it can often be the case that any minor details could cause a consumer complaint to fail. In order to ensure we provide a fair, impartial service, we do have to make sure that we evaluate each case according to the rules and regulations.
We do want to reassure you that we are an independent, impartial body. Our decisions are made independently & based on the evidence provided by all parties, in line with the relevant regulations and guidelines. We do not favour one side over another. We do, however, regret that this did not feel apparent to you whilst using our service. We are currently in the process of reviewing our services to find ways to make things more clear for consumers going forward, as this is an area of utmost importance to us - so your feedback on this point is much appreciated.
Thank you again for taking the time to leave a review - all feedback is valuable to us.
CDR Lacks Technical Competence
CDR lacks the technical competence to deal with even slightly complex issues and fails to fully review all the information available. Our complaint was about a fridge we had bought online from Currys. We realised after some time that the thermostat setting were being changed when we took things out / put them into the fridge- this posed a health threat and I eventually discovered this was an unlawful design.
By agreeing to use CRD you abandon your legal rights unless you have the money to go to the High Court, so we are left with a potentially dangerous fridge.
5. juni 2026
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Svar fra Consumer Dispute Resolution
Hi Campbell,
Thank you for sharing your feedback with us. We're sorry to hear you were left unsatisfied with us after using our services for your Currys dispute.
If you used our RetailADR scheme, we do want to reassure you that you do not have to accept the outcome of your ADR case with us. If you refuse the outcome of your case, you can still take Currys to Small Claims Court yourself and try to pursue a different resolution outcome if you wish to. Our ADR services exist as a free, quick alternative to the court process, and the outcomes are only legally binding if you accept them. The only schemes that are an exception to this are our Arbitration schemes (such as Consumer Arbitration), which are not free, and operate differently, as they use a different type of ADR.
Once again, we're very sorry to hear that you were unhappy with the outcome of your case, however we appreciate you taking the time to leave us a review. Thank you.
Absolutely ablismal
Absplutely ablismal.
The claim was about breach of data.
ICO doesn't offer compensation.
Told me to contact ICO for the issue which I already have done.
So they want me to be left compensationless for a breach of GDPR laws? (6 months)
5. juni 2026
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Svar fra Consumer Dispute Resolution
Thank you for your feedback. We’re sorry to hear that you’re unhappy about your experience with us.
A pointless layer of bureaucracy
A pointless layer of bureaucracy, but one that you have to endure before you can take court action.
Toothless, unhelpful, dismissive, and ultimately unable to interpret law.
Once it got to court, the company I complained about conceded and paid up immediately.
2. januar 2026
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Svar fra Consumer Dispute Resolution
Hi Shep,
Thank you for sharing your feedback. We’re sorry to hear that you feel that our services are unhelpful and bureaucratic.
This is genuinely valuable feedback to us, as we are actively reviewing and looking for ways to improve the consumer experience whilst using our services for the near future, so we appreciate you sharing your perspective on this. We're glad to hear that you were still ultimately able to resolve your case in court after undergoing the ADR process.
A stitch-up!
I'm not quiet sure what CDRL would accept as failings for the retailer!!
The retailer's staff have lied (told false information!) and been disciplined, letters of complaint were ignored,staff never returned calls despite promising to do so....
But, apparently, none of that matters.
What a bloody stitch up!
As stated elsewhere 93% 1* ratings - 93% of people contacting them aren't happy... maybe CDRL are the issue?
2. juni 2026
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Svar fra Consumer Dispute Resolution
Hi Graham,
Thank you for taking the time to share your feedback. We’re sorry to hear that you feel this way about your experience with us, and acknowledge that your case with the retailer sounds like it was very frustrating.
We're sorry that the outcome of your case did not meet your expectations. However, unfortunately, due to the strict regulations of the ADR process, any number of factors can cause a consumer complaint to fail. In order to ensure we are providing an unbiased, fair service, we do have to evaluate each case according to these rules and regulations. This unfortunately does leave some consumers unhappy with the outcome of their complaint, but is unavoidable.
Thank you again for leaving us a review. We appreciate you taking the time to use our services, even if you were ultimately left dissatisfied with the outcome of your complaint.
Waste of time & effort
The whole process is awful, Cannot upload documents to the website then they only uploaded half the documents I sent. No one on the telephone is trained to actually help you with a query, just take a message and pass on. My complaint was against British Gas regarding a new boiler that has constantly broken down and needed numerous repairs. I was looking for a remedy of either a full refund or an undertaking that if it breaks down again it will be replaced or refunded. The decision by the CDRL was to reject ny complaint as the boiler is currently working from the 12th repair, nevermind that we have suffered for the last 18 months with it. Waste of time and the utilities who fund and use them know this hence don't take consumer complaints seriously.
27. mai 2026
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Svar fra Consumer Dispute Resolution
We’re sorry to hear that you feel your British Gas complaint was a waste of time. We understand how disappointing it is when the outcome of an ADR complaint doesn’t meet expectations.
We do want to reassure you that our decisions are made independently & based on the evidence provided by all parties, in line with the relevant regulations and guidelines. We do not favour one side over another. Due to the strict regulations in place regarding ADR - which we have to adhere to in order to ensure we provide a fair and impartial service -, consumer complaints can fail due to minor details in cases, no matter how frustrating the situation or dispute. We're very sorry that you were left unsatisfied with the outcome in your case, and appreciate your patience in taking the time to use our services nonetheless.
Your feedback regarding our process being inefficient and clunky is greatly appreciated, as this is an area we are actively working to update & improve in the near future. We're very sorry you encountered technical issues with our system - this is not the level of service we aim to provide, and these issues should be smoothed out in the near future to make the User Experience more seamless.
Thank you for taking the time to leave us a detailed review. All feedback is valuable to us, and much appreciated.
Dont waste your time
Dont waste your time. Spent an age sending them so much evidence vs the defending company providing nothing other than anecdotal stuff - yet the outcome (after an absolute age of waiting) was found to be against me. Same as Ombudsman - just a generic admin process rather than someone actually considering the case in balance. I will not bother in future - which speaks volumes for what a waste of space this service is
22. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Consumer Dispute Resolution
We’re sorry to hear that you feel your complaint was a waste of time. We understand how disappointing it is when the outcome doesn’t meet your expectations.
We want to reassure you that all cases are indeed reviewed carefully, with the evidence provided by both parties considered as part of our assessment. We understand that this may not have felt evident from your experience, and we regret any frustration this has caused. We are currently in the process of an internal review to make the steps of the ADR process more transparent for consumers to follow along, so your feedback is valuable. Thank you.
I can only add to the other very negative reviews....
Awful, unfair and clearly and totally biased. Let me just start by saying that 93% is a very big number - 93 out of every 100 people who have used this service has found it "not fit for purpose" which is ironic as it is that same terminology which forms the basis of most claims against retailers. Only 2% of people have found the service satisfactory (literally two out of every 100 people - can the others all be wrong?) and what you will see if you read some of the reviews is CDR's 'copy and paste' replies feeding each and every consumer with more patronising nonsense.
I can only add to the other reviews, nearly all of which are negative (that must tell you something, surely?) The retailers who subscribe to this dispute resolution pay for this service and, as such, the outcomes are obviously balanced in favour of the retailer. To put it simply, can you approach with a well-organised case with clear and irrefutable facts to support, and they will always find in favour of the retailer. This process is further designed to discourage legitimate claimants from pursuing retailers through the courts where, most of the time, the outcome would be fair and justified.
My advice to you, if you are reading this prior to taking any action, is to simply avoid Consumer Dispute Resolution as you will waste so much of your time and resources as they place a very thick wall between you and the retailer - and the 'wall' protects the retailer, not you.
Either take whatever complaint you have on the chin, or otherwise take the retailer straight to court where your chances of success will be so much greater. Courts are not paid by the retailer and are therefore impartial and, if the Law supports your case, the outcome will be fair and appropriate if you go to Court rather than through the rather biased Consumer Dispute Resolution route.
CDR (Consumer Dispute Resolution) almost always find in favour of the retailer (who is paying them) - so your chances of success via this route are virtually zero. Someone really ought to put a stop to this utterly useless service unless they re-name it "Retailer Protection Service" - then the consumer will be able to make a more informed choice before wasting their time and energy on this pointless retailer-biased service.
11. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Consumer Dispute Resolution
Hi Alan,
We’re sorry to hear that you were dissatisfied with your experience with us and appreciate you taking the time to share your feedback. We take all feedback seriously and are currently reviewing our processes & communications to improve the experience for everyone using our service.
We understand that dispute resolution outcomes can be frustrating, however we'd like to assure you CDRL does operate independently. We do not guarantee outcomes for either consumers or retailers, and retailers do not influence adjudication decisions. Our role is to provide a free, impartial service designed to help resolve disputes without the need for court proceedings.
We appreciate you taking the time to use our service, and thank you again for leaving a review with your honest opinion.
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