2004 Consumer ADR in the UK
This page contains an outline of this research, and a summary of the key findings. Details of how to find the full report can be found at the bottom of the page.
Title
“Seeking Resolution: the availability and usage of consumer-to-business alternative dispute resolution in the United Kingdom”, Department for Trade and Industry, URN 03/1616
What is it about?
The aim was to map the provision and use of ADR options for consumer disputes in the UK in 2003.
Who did it?
The research was conducted by independent consultants Margaret Doyle and Katrina Ritters, and Steve Brooker of the National Consumer Council. It was commissioned by the Department for Trade and Industry (DTI) and published in January 2004.
Key findings
- The provision of ADR in consumer disputes is a lottery depending on the type of problem, where the consumer is, and whether the consumer can afford the fees. The result is a major gap between government policy of promoting ADR on the one hand and the on-the-ground reality of access to effective and affordable ADR on the other.
- Very few disputes go to ADR processes for resolution. One reason is the low awareness of ADR schemes among consumers and advisers.
- The role of trade associations as ‘gatekeepers’ can encourage local resolution of complaints but it can be an obstacle to consumers’ accessing independent dispute resolution.
- Information about ADR options is hard to find.
- Problems with home maintenance, repairs, electrical appliances and used cars are the most common consumer disputes, but there is little or no provision for alternative dispute resolution in these areas.
- There is fairly good ADR provision in sectors such as holidays, travel and telecommunications.
The report identifies a number key areas which need to be addressed:
- improved consumer and adviser awareness and understanding of ADR
- clearer definition of the status of ADR outcomes
- easier enforceability of ADR agreements
- consistent and accessible quality assurance
- better funding provision
