Alternative Dispute Resolution - Schedule 6 Report 2017-19

Annual report under regulation 11 of The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Information which an ADR entity must communicate to the relevant competent authority every two years

Schedule 6 Report 2017-19

Report for the two years ending 30th June 2019

a) The number of disputes received by the ADR entity and the types of complaints to which the disputes related:

During the 2 year period to 31st June 2019 the ADR Scheme had a total of 33 cases. These concerned consumer transactions

b) The percentage share of alternative dispute resolution procedures which were discontinued before an outcome was reached:

12 % (4) were discontinued before a final outcome

c) The average time taken to resolve the disputes which the ADR entity has received:

46.5 Days

d) The rate of compliance, if known, with the outcomes of its alternative dispute resolution procedures:

100% outcomes were followed where cases reached a settlement at mediation or adjudication

e) Any recommendations the ADR entity may have as to how any systematic or significant problems that occur frequently and lead to disputes between consumers and traders could be avoided or resolved in future:

None

f) Where the ADR entity is a member of any network of ADR entities which facilitates the resolution of cross-border disputes, an assessment of the effectiveness of its cooperation in that network:

N/A

g) Where the ADR entity provides training to its ADR officials, details of the training it provides:

Internal training is provided annually for all ADR Officials

h) An assessment of the effectiveness of an alternative dispute resolution procedure offered by the ADR entity and of possible ways of improving its performance:

The main challenge is that ADR is not mandatory, and therefore some traders fair to respond to consumer requests

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