What to do before you come to us

1. Complain to the trader

Before using Consumer Arbitration, you must have already complained to the trader directly (using its published complaints procedure, if it has one) and either:

• Received the trader’s Final Written Response (otherwise known as a ‘Deadlock Letter’)
• Given the trader 8 weeks to respond to your complaint

You must bring your complaint to us within 12 months of the trader’s Final Response (or, where the organisation did not respond, within 12 months of your complaint to them).

We can only deal with unresolved complaints.

2. Check the trader you’re complaining about is a Participating Member of Consumer Arbitration

We can only process complaints that involve a trader that is a Participating Member of Consumer Arbitration, and has agreed to be bound by our decisions.

Before coming to us, check which traders are Participating Members of Consumer Arbitration

3. Complete the Complaint Form

It is important that you complete the complaint form thoroughly and provide as much supporting evidence as possible, such as:

• Receipts
• Photographs
• Copies of correspondence

Use the 8 weeks between submitting your complaint directly to the trader & escalating your complaint with us to gather these bits of supporting evidence in order to strengthen your ADR case.