Alternative Dispute Resolution
Settling a dispute out of court
If you, as a consumer, have a complaint about a product or service you have bought, instead of going to court, you can choose Alternative Dispute Resolution (ADR).
This means you can ask a neutral third party to act as an intermediary between you and the trader. This third party is called an ADR entity. The ADR entity can then suggest or impose a solution, or simply bring the two parties together to discuss how to find a solution. This is also known as mediation, arbitration or conciliation. Compared with going to court, ADR is usually quicker, simpler and costs less.
Good to know
If you have a problem with a trader, an ADR body can help you solve it. You can contact an ADR body if you have a cross-border issue or a dispute with a domestic business. The ADR procedure is available either free of charge or at a small fee.
Before submitting a complaint to an ADR body, you should contact the business directly and try to solve the dispute with them. If you skip this step, most ADR bodies will reject your request for mediation.
If you would like to submit a complaint, you will need to contact an ADR body which is located in the same country as the business you have the issue with.
A list of appointed ADR bodies are available on the European Commission’s website. You can also read more about the costs of an ADR procedure and the language in which you can file a complaint. In Ireland the Competition and Consumer Protection Commission provides a list of recognised ADR bodies. Access the list of recognised ADR bodies
ADR bodies often have an online complaint form on their website that you can use to submit your complaint.
After you have submitted the request, a written procedure will follow. The procedure takes an estimated 90 days.
