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Alternative Dispute Resolution

Alternative Dispute Resolution (ADR) schemes (such as ombudsmen and arbitration) can offer low cost, user friendly alternatives to going to court. The Government believes that such schemes can make a valuable contribution to consumer confidence in the UK, in the single market and in electronic commerce.

BERR and the European Commission co-fund the UK-end of the European Consumer Centre Network (ECC-Net) which aims to advise consumers with cross border disputes and improve consumer access to out of court schemes in the EU. Each Member State, plus Norway and Iceland, has set up a national clearing house to provide the necessary links. Trading Standards Institute operate the UK European Consumer Centre.

"Seeking Resolution", NCC Report on Alternative Dispute Resolution

Published in January 2004, this report on the availability and use of consumer to business Alternative Dispute Resolution (ADR) in the UK was commissioned by the DTI to help it meet its obligations to the European Extra-Judicial Network and to inform its policy development in relation to redress.

The National Consumer Council's (NCC) study was primarily a fact-finding exercise, focusing on independent ADR schemes such as mediation, arbitration and ombudsmen. 

The report acknowledged the potential of ADR, which it says can save consumers time and money, offer a range of remedies and be less daunting than the court system.

The report concluded, however, that access to ADR is a lottery and that there is a gap between the Government’s policy of promoting ADR and the practical situation facing consumers.