Consumer Dispute Resolution Opiniões 

Total waste of time, a lot of time. I found the arbitrator's report unacceptably biased and factually incorrect, favouring the retailer (Currys) and largely disregarding the information that I had provided and the statements that I had made. It makes me wonder how "carefully" the arbitrators consider the evidence (despite their statement to that effect) and whether my particular report was largely created by AI.
If CDRL is funded by the industry whose customers it supposedly serves, there is an inherent conflict of interest, and my case is a perfect example of how this service is biased towards its funder instead of being an independent and objective party. Do not expect any justice from this service.

Total BS this company gets memebers to pay them to deal with their deiputes. The dashboard is clunky, too many links and is designed to slow the claimant down and hinder older people who would struggle. They pretend to be fair but in reality they are like a loss adjustor and simply want to keep the claims low to justify their membership. Crooks, no appeals and dragged out to put people off and hope they miss a message or request to respond. No face no appeal just a front for ripping people off.

Obviously biased to their paymasters (the retailers). Even when provided with clear evidence of fraud by the retailer CDRL still found in favour of the offending retailer. Waste of time as others have said. CDRL seems an intentionally slow process likely to result in the complainant "cooling down" after the initial rip off by the retailer. CDRL appears to have no legal status unlike an official Ombudsman. All I appeared to get was someone’s biased view virtually copied from the retailers response to my complaint.

What a total waste of time. This scheme is a scam as it puts consumer in a dead-end. Do NOT use CDRL, as it will strip you of your rights to make a Money Claim Online: small claim in (county) court. CDRL do not apply the Consumer Rights Act 2015 fairly. Avoid at all costs. Everyone done wrong by them should file a formal complaint with the Chartered Trading Standards Institute (CTSI), a government-appointed competent authority, overseeing approved ADR bodies in the unregulated sector.

CDRL found against me, the claimant. The 'respondent' never provided any evidence for me to respond to. I provided plenty. I wouldn't mind so much if they had provided evidence, but to provide nothing and then to have my claim rejected is rediculous. I waited two and a half months for that verdict. Don't waste your time with them.

The process appeared to be going along OK until CDRL just closed my complaint without resolution and without reading the last information I had uploaded (on the same day as they requested it) or warning me that they would do so. Communication is difficult via their web site. I tried to follow this up on their telephone number but it was either engaged or kept me in a queue before eventually terminating the call without any contact with an operator. Have sent a complaint to servicecomplaints @ cdrl.org.uk and await their response. Have invested a lot of time providing information to them which appears, so far, to have been wasted. My complaint was about British Gas and a life safety issue.

Completely waste of time, seems like they are set up only to serve the company you are trying to complain about.

Used CDR for a dispute with a retailer .CDR gives the company 21 days to respond , then give you 7 days for counter argument , seems one sided already. My response on CDR for the counter argument was written by my solicitor so was water tight from his perfective. even stating case law.
CDR sided with the company saying my claim is in valid, My solicitor was shocked that they rejected it. The person dealing with my case is an "apprentice" according to their linkedin.

Best to just take straight to small claim, Whole process has taken 4 month of stress.

Useless company. There for the company not the consumer. Made a decision based on the time I bought the product, when the complaint was about them.not honoring the extended warranty bought..and not even given me replacment voucher Waste of time especially when phone call evidence was included. Made up words and useless legalese and stated this is the final decision. If you don't like it take it to.court.
Made sure to block the review section the site
DON'T USE THEM. If they are not used they will be removed from service hopefully for ever

Unprofessional, inadequate and a waste of time. I’ve had an ongoing case with CDRL for nearly 10 months. Communication is very poor. They don’t do what they say they’re going to. Very, very frustrating.

I had a complaint with ASOS who have an ambiguous approach when it comes to applying their fair use policy. I was annoyed that ASOS did not make it clear to me before the purchase that under their Fair Use Policy I would be charged for returns. I made a complaint and used this service after ASOS refused to address my point. ASOS claimed they had done enough by sending a blanket email and having pop-ups to their app to ensure customer were warned this policy MAY mean they fall into the category of customers who have to pay for returns. I referred my complaint to this service and the decision maker spent half of the decision reiterating the law and the other half making an assessment if the retailer had applied its own Fair Use Policy in the way it intended to. If you read the Fair Use Policy it states they will charge certain customers for returns so others can enjoy free delivery so how is a customer meant to know which they fall into. Unless it also informs the customers with an email that they will no longer be eligible for free returns. I am disappointed in this so called ADR service because it is flawed. Also it has the scope to behave like an ADR service however it chooses to do the bare minimum. Waste of resources if the tax payer is paying for this service to exist. It is a lip service and tick box exercise with no scope to actually look at evidence from both sides to make a fair decision.

Very slow at responding and even then rather than assisting in getting the apology I had been seeking from the offending business they have state I should bring criminal charges against the business to obtain the apology and not go through themselves. A pointless waste of the past 3 months waiting on their process.

I had an absolutely terrible experience with CDRL Retail ADR. They are a complete waste of time and an outright scam! I really wish I had read the negative reviews before reaching out to them.

Even with a strong case and all the evidence clearly presented, they still found a way to reject my claims. They wasted months of my time and left me feeling frustrated and defeated.

Do not bother using their services; it's simply not worth it. They need to be shut down for how they operate. If I could give them zero stars, I would! One star is too generous! Avoid them at all costs!

We were directed to CDRL by British Gas as we have an unresolved issue. As in many previous reviews we open an account with CDRL online, completed the form with all the details they required, and submitted it to them. CDRL emailed us, via a "No Reply" address saying we hadn't sent them the information they requested, we checked our CDRL account Dashboard and could clearly see the information was there. We tried to phone them, it just rang off, we tried to contact them via the comments section on our account, it came back saying the "message not sent due to an error". We have now taken our case to the ombudsman, as this CDRL are an absolute joke.

Please don't bother with this joke of a process. My advice is to go straight to Citizen's Advice to establish your options.

They are not fit for purpose and are most definitely not independent or unbiased and are more than likely in the pay of the retailers. This I proved with my case was very clear cut and easy case with me having clear evidence in black and white writing and even photos proving my case it was so simple. But as warned before I used them they were paid and work alongside currys this turns out true they work alongside any big retailers complete fraudulent company STAY CLEAR OF THIS COMPANY!! THEY WORK FOR THE BIG RETAILERS YOU WONT WIN ANY CASE..

ADR sorted my claim more than one month before deadline. Portal does need improvement as it was a bit of a hassle to submit everything but the answers were quick and the team did a great job in sorting out my dispute with Ryanair, who were absolutely awful. Faith in humanity restored :)

British Airways sent an email in September for a flight refund they were offering.
Despite several emails, phone calls, and even a recorded letter delivered to the Complaints and Claims Manager, the refund service closed my case without refunding me!!!
I trust them to purchase flights and a hotel directly from them and they do not take accountability for the services they sell.
They show poor professionalism and respect for customers despite their offer of a refund.
Disgusting approach.
Pascale Bisquert S

I made a complaint regarding my LPG supplier, regarding unfair terms and conditions. The decision was made in favor of the LPG supplier. In reaching their decision CDRL completely disregarded the requirements of the law.
0 stars would have been more appropriate, this organization should be closed, it is a complete waste of time unless, of course, you are a retailer treating your customers unfairly.

We were very worried that we were not going to get anywhere having read the reviews. We had an absolute nightmare with Currys when we really had a genuine case. Those who have dealt with Currys customer service teams (not the store) know how woeful they are! Absolute the worst customer service experience in my entire life, genuinely scarred, like banging your head against a brick wall!

What I would advise is that you really need to be organised to use this service - the only reason we were successful was that Currys agreed to settle but I don't if my experience would have been different if the arbitrators were left to decide.

DO NOT LOG YOUR CASE WITHOUT READING THE BELOW AS YOU CANNOT GO BACK ONCE YOUR CASE IS SUBMITTED WITH CDRL

Here would be a list of steps I would take based on my experience:
1- Get all your evidence in order - put in all your Subject Access Requests (The data they have on you on file/ any interactions - google this if unsure) with Currys or retailer and get any audio's of the phone conversation, any info on the system about your case. Have all that saved ready in folder ( They can take something like a month to give you the info they hold on you so you need it in advance). Print screen all email correspondence, get your receipts, your final response letter, any photo's etc - absolutely everything and put in folder on your computer ready to upload before you even register your case on the website
2- Speak to citizens advice consumer helpline and see if there is any consumer law that is relevant to your case - make sure you then gather any more supporting evidence that you may have missed
3- Pre-write on Word or something a summary of your case - when you start the CDRL process it asks for a brief summary of your complaint but there is no word limit. There is no where else to expand on your case so put everything down here as to what your complaint relates to, ESPECIALLY any laws it relates to and the key issues you have faced and what and why you are due any financial payment . When you start on the website there is no save and return that I could see so you really need to be in position to have everything ready to put. Make sure your "summary" of your complaint is clear - remember there is not really anywhere else to expand so put everything down - ignore it as a summary.
4- The website will ask for the exact wording of the final response letter or email so make sure you have that so you can copy and paste to put that in.
5- It will ask what you want to put it right ( as in how much) and how you have come to that figure - if you have had to pay out any money to get something re-fixed or anything make sure you have evidence in your evidence folder that you have paid it from your account, any receipts - you should pre-black/ block out any sensitive information like your sort code etc that you don't want on the system on word or something and save as a pdf - again you really need to have everything prepared just because of how the website is laid out
6 - You will have to upload your evidence they accept word, pdf, mp4 and I think jpeg - so any photos, recording or anything have it already together on your computer in folder so you that you can literally add it on ready to go

I can see how the website may not be user friendly to some, once you start you can't save and close, or return later so you need to have everything in advance to give you the best chance otherwise, you will be on there for hours and could forget vital information. Before you start this process make sure everything is ready so that once you log your case you are just copying and pasting info and uploading your evidence. Wish everyone the best of luck and I hope this helps!