Your step-by-step guide to gathering the right evidence… And why filing it all up front makes all the difference!
Goods turn up faulty. A delivery never arrives. Something you bought looks nothing like it did online, and the shop’s reply leaves you no better off.
If you’ve hit a wall with a trader, Consumer Arbitration offers an alternative route to a resolution rather than court – approved by the Chartered Trading Standards Institute to settle disputes between consumers and Participating Member traders right across the UK.
But here’s the thing every shopper should know before they start: your claim is only ever as strong as the evidence you put in front of our Arbitrator. And there’s a point in the process (which we’ll explain below) where the door closes and no new evidence can be added. That’s why the single best thing you can do is gather everything and file it at the very start!
Why front-loading your evidence matters: the “Complete Complaint File”
When you bring a complaint to us, it moves through a set process. In short:
1. You submit your complaint with all your supporting evidence, and pay the Claimant Fee.
2. We check it’s something we can deal with, and register it if so.
3. The trader gets 28 days to respond: they can settle, or provide a written defence.
4. If they defend, you get one opportunity to submit a Reply, within a 7-day window. The trader then gets a single, final reply.
5. We declare a Complete Complaint File. From this point, no further information or evidence is accepted from either party.
6. A specialist Arbitrator issues a written decision within 30 days.
That fifth step is the one to circle.
Once your file is complete, the Arbitrator decides your case only on what’s already in it.
A receipt you meant to dig out, a photo still on your phone, the email you forgot to attach – if it isn’t in the file, it can’t be considered. A strong claim with a gap in the evidence can lose to a weaker one that’s fully documented. So treat your very first submission as your best and only shot, not a rough draft.
First, the Groundwork BEFORE you come to us…
A little prep protects your claim from falling at the first hurdle.
Before you escalate to us, make sure you’ve:
• Complained to the trader directly first – and either received their Final Written Response (a “Deadlock Letter”) or given them 8 weeks to respond
• Come to us within 12 months of their final response (or of your original complaint, if they never replied)
• Checked the trader is a Participating Member of Consumer Arbitration – we can only deal with complaints involving members
Here’s a tip most people miss: use those 8 weeks wisely!
While you wait for the trader, that’s your window to hunt down receipts, save photos, and pull together your paperwork – so that the day you’re eligible to escalate, your file is already complete.
The Evidence to Pull Together
Think of your file as telling the whole story of what went wrong, in documents. The stronger the paper trail, the easier it is for our Arbitrator to find in your favour. Aim to include:
The essentials – for every claim!
• Proof of purchase: your receipt, order confirmation, invoice or bank statement, showing what you bought, when, and for how much.
• Your order or reference number, and the name of the trader you bought from.
• Product details: the item, model or description exactly as it was sold to you.
• All your correspondence with the trader: your original complaint, every reply, and the Deadlock Letter or final response.
• A clear written summary of what happened, in order, and exactly what resolution you’re asking for.
For faulty goods & missing parts
• Photographs or video of the fault, damage, or the parts that were missing: showing the problem clearly.
• A description of the fault and when it appeared: straight away, or after a period of use.
• Any independent report or inspection you’ve had done (for example, on furniture or an appliance).
• Receipts for related costs you’re claiming back as a result of the fault.
For delivery & returns problems
• The promised delivery date: the order confirmation or listing showing what you were told to expect.
• Tracking or dispatch information, plus any “delivered” notice that doesn’t match what actually happened.
• Proof you returned the item: proof of postage, a return label, or a drop-off receipt.
• The trader’s returns or refund policy as it appeared when you bought: a screenshot is ideal.
For pricing, misrepresentation & product description
• Screenshots or copies of the listing, advert, or price as it was displayed at the time.
• Any marketing claims or product descriptions you relied on when you decided to buy.
• The terms shown at the point of sale, including anything that turned out to be different from what you received.
The information to spell out clearly:
Evidence tells the story; clear information helps us process your case without delay.
• Your full details and up-to-date contact information.
• The trader you’re complaining about, and your order or reference number.
• What went wrong, laid out clearly and in date order.
• The remedy you want: the refund, replacement, repair or other outcome you’re seeking.
• How you worked out any figure: for example, adding up the receipts behind the amount you’re claiming.
File it all at the start – don’t drip-feed!
It’s tempting to submit a quick complaint and “send the rest later.”…
Resist that.
Remember, once your Complete Complaint File is declared, the evidence window closes for good – and you typically only get one 7-day opportunity to respond to the trader’s defence. Every document you leave out is a point you may never get to make.
So put your strongest, most complete case forward from day one. A well-organised file – clearly labelled, in date order, with nothing missing – gives our Arbitrator everything they need and gives you the best possible chance of the outcome you’re after.
Your quick pre-submission checklist
☐ Complained to the trader and got a Deadlock Letter (or waited 8 weeks)
☐ Confirmed the trader is a Participating Member
☐ Proof of purchase and order/reference number saved
☐ Product details exactly as sold to you
☐ All correspondence with the trader attached
☐ Photos / video for any faulty or damaged goods
☐ Receipts for every cost you’re claiming
☐ A clear summary and the exact remedy you want
How do I get started?
Once your evidence is together, you can lodge your complaint with us in whichever way suits you – through our online portal, by post, or by phone:
> Start your complaint with Consumer Arbitration
> What to do before you come to us
Take a little time to read through our site so you understand the process and what’s required. Getting your evidence together at the start is what helps us deal with your complaint as quickly and fairly as possible!
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