Consumer Dispute Resolution Opiniões 

What an absolute shambles. All the CDRL is, is a organisation supporting big companies probably paid by the big companies to rule in their favour.
We had a new boiler and living room radiator installed. The living room radiator doesn’t heat up but that’s seen as acceptable. The cdrl is as big a waste of time as British Gas. Total utter waste of time.
No wonder the country is in such a mess.

As others have noted CDRL is one of the least customer friendly organisations in existence. Their web portal is archaic and appears to be actively designed to make it as hard as possible to provide information and to manage your case.

Following months of waiting, including many weeks where my case was waiting to be assigned (with no apparent reason), CDRL issued notice of their decision which was near impossible to find on their website.

Their decision was unfavourable, and despite over 40 photos evidencing the damage to my property, conflicting statements from the Currys staff involved and my detailed account and testimony - they decided that there was insufficient evidence to award in my favour as Currys state ‘they didn’t do it’.

A puppet organisation fit for nothing but causing frustration and wasting time and energy. I would skip this step and raise legal action - it will add several months and countless hours of your time, rehashing information, to no effect.

The website / interface desperately needs revamped to make this a service that is easier to use.

A joke. Conflict of interest. Process not followed seems a bit fraudy

These are most corrupt and incompetent people in the United Kingdom. 99.99% of times CDRL will always team with retailer at the detriment of the victim, the customer. AO came to my property to fit an integrated appliance. AO fitter was incompetent, untrained,rude and admitted openly that he has never fitted an integrated freezer. Sadly he ended up causing more damage to my property to the value of £990, I had no apologies or compensation from these cowboys called AO, as they knew that these corrupt people at CDRL will always be in favour with them. Corruption on a corporate level

Unfortunately AO were confident that CDRL are corrupt they only paid £590 leavening me shortfall of £400 . I provided this proof to CDRL but as they are in the back pockets of AO and sided up with them which I had already warned CDRL as they didn’t even bother to speak to me or order AO to pay the true cost of the damage £990 or award any compensation for for an idiot fitter that AO had sent. I only think that the bribes paid by AO to CDRL makes them corrupt. CDRL should be closed down, as no one has ever achieved fair and justified returns as these guys are more corrupt then gangs . Don’t wast your time with these corrupt cowboys. Not sure how they can have a conscious taking victims for a ride in this pathetic way. Karama will take it course with these mafia called CDRL!!

My dog leaves things that I pick up and put in a bag and bin that seemed to have more intelligence and this organization.

After asking for evidence to be emailed which I did and there is a record of, and then repeatedly emailing them and responding on their website to confirm this. They close the case because I didn't send them the evidence they requested. Truly just how dumb and stupid are the people that work here?

AO caused a leak in my kitchen and after a lot of disputes, they referred the case to CDRL. Their website is a nightmare and you don’t even get any links to it when they send ‘updates’ via email. The updates are all automated and completely meaningless. And yet, weeks go by and nothing happens. I have provided tons of evidence. A while later I was told I can make final comments after which I have no more say in the matter. Surprise, surprise, but they then allowed AO to comment on my final comments so they got the final say even though I’m the claimant! At this point, AO twisted the story even more, coming up with some ludicrous and totally far fetched argument against me which I could prove them wrong if I had the opportunity! But I can’t submit any further evidence.

CDRL uses very off putting high flown language in an attempt to make you feel as small and stressed out as possible. You have no idea what you’re supposed to do next or where, because no one guides you and there is no manual for the process. They don’t even clearly state the timeline, which seems to be three months at the very least?! For what reason? They aren’t even doing anything. I’m just rolling my thumbs, part of my life on hold because I can’t proceed with the repair of my kitchen because of the leak AO caused. I obviously need the money they owe me in compensation for the damage before I can do anything. The website is an unbelievable nightmare to navigate. I tried to submit feedback but it doesn’t even let you. It’s obviously a complete joke of an idea of justice for the customer. Like others have said, it’s kafkaesque. I have no hopes.
Case no 21005.

Update: After months of waiting (July - December) and then having to chase the resolution (!!!) I was told I did not have sufficient evidence to prove my case. That’s completely ridiculous since I had dated photographs and plenty of them, too. Apparently, I should have had an emergency plumber as witness. Well how could I, when the water was reaching my hallway and I had to stop it?! It’s completely ridiculous in this case when the cause of the leak is obvious to expect someone to call a plumber. I called the landlord, of course!! CDRL doesn’t even acknowledge that I live in a rental and that you always call them first. AO sent their engineers but they just falsified the evidence. I trusted this was the procedure, instead they lied and tried to wiggle out of it with false pretences. Absolutely rotten service, nothing even close to ‘justice’. All I can think is, ‘are they stupid or something”. I find myself thinking this quite a lot recently about a lot of crappy services that serve the big businesses but not the consumer. CDRL was utterly substandard, and caused me nothing but more stress and misery.

Let me add that I’m disabled and very unwell, and soon living off UC. The money pit AO caused me could easily have been acknowledged, and it’s not like I was asking for much. My line of reasoning was very clear and it should have been perfectly obvious that there was no prior leak and that my arguments were completely sound. They could have asked for more evidence, which I could have produced - instead they invented this idea that only an emergency plumber could have offered the necessary proof. I now have to try and get the money through the small claims courts process, guess how much more stress I will be enduring because of this?!! What even is this company?? It’s completely non transparent and utterly unprofessional.

Like some of the people below, I would have given 0 given the choice. It's just a paper/propaganda exercise to make customers think they will receive some recourse. Website is badly designed, particularly as they also ask for feedback before anything has even taken off. It causes confusion as to whether they mean feedback on their website or feedback on the, so called, 'service'. Lesson learnt. Amazed that something hasn't been done considering the appalling feedback scores.

Totally hopeless! Zero communication! Now 3 weeks overdue from coming to a decision and almost impossible to get intouch with anyone and have an update!

This company claims to adjudicate complaints within 90 days. I lodged a complaint (by post) against Ryanair back in January 2023. On 7 March 2023 CDRL acknowledged receipt of my complaint, by post. On 27 August they sent me an SMS message saying that there was a message for me on their website. There is no way for me to access this message as I don't have any online account with them. Their phone lines are supposedly manned on Tuesdays and Thursdays. I have called repeatedly, over many weeks, to try to speak to someone - in vain. No-one answers their phones. I sent an email. No-one responds. This is just ridiculous. Utterly Kafkaesque. Part of post-Brexit broken Britain, I guess.

I have logged a complaint about Flogas as I have been wrongly charged by them and I’m 100% sure that this is the case. I was advised by Flogas that this is the body that I have to use …
So… I’ve given 3 stars as Im really not sure of how genuine this is, reading the reviews from others I’m not sure yet so I will update as my complaint go on…

My faith in humanity is restored! Thank you CDRL.
After months of fruitless communication with Currys we have finally been able to draw a line under the whole nightmare. It’s taken 8 months but finally CDRL found in our favour.
A slightly longer process than we were expecting but nonetheless we are so happy with the outcome.

Have only given them 1 star because zero isn’t an option. I was denied boarding my Ryanair flight at Bristol airport and the flight ended up being cancelled. My claim for compensation was rejected and they adjudicated in favour of the airline on the grounds that I had been given more than 14 days notice of the cancellation! Huh?? Seems Ryanair can advise you of a flight cancellation before you even buy the ticket. What a scam, wouldn’t bother with this lot if I were you.

Waste of time - they will make you submit all the evidence and then ignore it, supporting the retailer (Ikea in my case)

E.on Boiler Installation":-
I spent several hours writing a 3 page document to CDRL detailing all the issues from having no Heating nor Hot Water for 3 months during last winter - on an installation I was told would take 1 to 2 days during the first week in January. It was finally installed on 28th March 2023.
ONLY communication I ever received from CDRL was:
" Our process and involvement in your complaint has come to an end. Your case has been closed."
You can ONLY " CONTACT " CDRL on Tuesday and Thursday between 10am - 2pm.
" CONTACT " solely being where you leave your name and CASE NUMBER.
You never speak to anyone - and they never write to you. Don't waste your time writing " War & Peace " to CDRL detailing your complaint.
NB. CDRL make impossible to submit a complaint
about their own " organisation."

Even when l presented all of the factual information and evidence regarding the supplier and how l was failed as a long standing customer. They still informed me that l had lost the case. I have been educated well, but the terminology that they used for the final determination letter required a lawyer to explain the outcome. CRDL are a waste of time and effort. Money talks, unless you have as much money to fight these fraudulent energy companies. CRDL is not prepared to challenge them on the complaints behalf.
If in the future l was presented with a problem l certainly would not be approaching them for anything because to say 'Help' is definitely an Overstatement

How does anyone actually get through to CDRL this company never answers any communucation, i need to recall my data before contacting the ico for their refusal to reply ?????

Do not use them!!

It's quite clear from their outcome that they side with the company even with clear evidence and proof that supports claimants.

I have had a 12 month battle with Carpet Right over flooring and carpet installed. The product was not satisfactory at all, had it replaced - the issue continued and rather than responding and resolving they started to ignore my emails and calls. They push you towards CDRL because they're aware the outcome will favour them.

I submitted pages of emails, photos, detailed timeline etc. Carpet Right responded with 4 lines - first red flag. They ignored all the evidence and simply stated "fitters are independent to us" which is a lie. They provide the fitters - the customers has no say in this matter! Even so, I had two different fitters replace the same product and the fault still occurred. I had a fitter assess my floor - no problems. All of this was in the evidence but I was awarded nothing. I requested two outcomes;

1. Financial compensation
2. A manufacturer come and review the products to assess why it keeps happening.

Both denied. Absolute joke. What's even more worrying is that contradictions within the award.

The grounds on rejecting the claim that the product is faulty is because "lack of substantive evidence". I provided photos of the issues for both carpet and flooring plus emails to Carpet Right as soon as the issue occurred for the second time. I sent images of the freyed carpet only to be told "some close ups of the carpet were submitted". What more evidence do they want?? It's on me as a consumer to prove fault in the product which I clearly did but it wasn't enough for this particular Arbitrator. He then cited that fault of a product within 6 months can be assumed that it was faulty to begin with - I highlighted this within 30 days but then goes on to say I have to prove it?! Images, emails not enough..??

What's more shocking is they reached out to Carpet Right to seek further evidence and Carpet Right ignored the request and they still sided with them?!! Also, I submitted over 40 pages of evidence, if anything was unclear then why wasn't I contacted aswell?

Made a complaint about how this has been handled as I'm not expecting appeal to be overturned but I won't hold my breath for a response.

Shocking to say the least. I empathise with anyone who has had to go through this process. Seeing all the negative reviews I'm surprised they're not held accountable or audited.

Seek legal advice outside of CDRL if you want a fair outcome.

As someone who works in a complaints department I feel it is my responsibility to make sure I cover all points the customer has raised when making a complaint. This has not been the case whilst using this service, half of my complaint wasn't even acknowledged! Stop using language that not everyone understands, it doesn't make you smart, it makes it difficult for consumers like myself to understand and in reality all you are doing is coming off as rude.

The worst part of it all, is the clear copying and pasting that goes into each letter, take out the long winded words and make a real point !

Lets not start on time scales haha what a joke never seen anything like it !

Now how do I put a complaint in about your service? because that certainly needs a full investigation.

If I could have given 0 stars I would have :)

This Company is a complte Farce , as are the Companies who insist on referring you to it, they are completely Biased in favour of the Companies who refer you to it for very obvioyus reasons Waited 6 months for my result to be told my complaint had failed . Read this for my reply from them
" Whilst I acknowledge the Claimant’s comments that the technician
is not independent, I am satisfied that the Respondent has
provided sufficient evidence to demonstrate that the technician is independent. "
DO NOT LET YOURSELF BE SUCKERED INTO USING THIS COMPANY , THEY DO NOT ACT IN THE BEST INTERESTS OF THE CONSUMER, ONLY THE SELLER, WHICH IS WHY THE SELLER ALWAYS TRIES TO REFER YOU TO THEM .

CDRL unprofessional organisation, sending me intimidating untrue letters: 'I have to go to the high court to appeal there decision' and dismissed my reputable witness observation written accounts, as lies just like Currys have. In reality I am a very professional woman who can take Currys to a small claims court and win as my witness statements hold weight. Unfortunately the entire 8 months with Currys and CDRL is a scam, especially as Currys pay CDRL's bill. Time wasters and liars. Pay £250 and take them to court.