Alternative Dispute Resolution - Schedule 6 Report 2022-23

Annual report under regulation 11 of The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Schedule 6 Report 2022-23

Report for the two years ending 30th June 2023

(a) the number of disputes received by the ADR entity and the types of complaints to which the disputes relate;

No. enquiries received (domestic) - 205
No. enquiries received (cross-border) - 0
No. disputes received (domestic) - 205
No. disputes received (cross-border) - 0
No. disputes accepted (domestic) - 182
No. disputes accepted (cross-border) - 0

Types of disputes:
Faulty consumer goods
Poor workmanship

(b) the number of alternative dispute resolution procedures which were discontinued before an outcome was reached;

Rejected for operational reasons - 0
a) the consumer has not attempted to contact the trader first - 2
b) the dispute was frivolous or vexatious - 1
c) the dispute had been previously considered by another ADR body or the court - 1
d) the value fell below the monetary value - 1
e) the consumer did not submit the disputes within the time period specified - 0
f) dealing with the dispute would have impaired the operation of the ADR body - 0
g) other - enquiry too early - not received final response from trader - 15
h) case withdrawn by consumer - 58
i) business to business transaction - 1
j) trader did not engage with process - 2

(c) the average time taken to resolve the disputes which the ADR entity has received;

Average time taken to resolve disputes (from receipt of complaint) - 61.2 days (domestic) n/a (cross-border)
Average time taken to resolve disputes (from ‘complete complaint file’) - 34.8 days (domestic) n/a (cross border)
Total average time taken to resolve disputes - 61.2 days

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

100%

(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;

The majority of the ADR case we handle come from the used car sector. This is a notoriously difficult sector to trade in for a number of reasons. As such a certain level of complaints is inevitable even for the best dealers.
However these are the dealers who tend to use ADR to help with the customers whose complaints they cannot placate.
The real problematic traders simply do not engage with the schemes which are voluntary. The only way to resolve this would be to make the ADR process mandatory.

(f) this point has been removed in amendments on 1 January 2021

(g) where the ADR entity provided training to its ADR officials, details of the training it provides;

All case officers are Trading Standards professionals and required to maintain professional competency.
Induction of new case officers is carried out on a one to one basis, and refresher training is provided as necessary.

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

The biggest factor which has an impact on the effectiveness is the fact that ADR is not mandatory. Where traders engage we have a high resolution rate.

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