New ADR obligations on businesses/Consumer Dispute

6th October 2015
New ADR obligations on businesses/Consumer Dispute image

New ADR obligations on businesses/consumer dispute


Legislation has come into effect from the 1st October 2015 which is designed to encourage the use of ADR to resolve consumer disputes. Although the new legislation does not impose any form of mandatory ADR, it does extend the obligations on businesses to provide consumers with information about ADR options.

To whom do the regulations apply to?

The regulations apply to all businesses in the United Kingdom selling goods, services or digital content to consumers with the exception of health professionals.  The regulations do not apply to business to business nor to consumer to consumer transactions.  For the purposes of these regulations a consumer is in “an individual acting for purposes which are wholly or mainly outside that individual’s trade, business, craft or profession.”

Public sector providers of services are outside the scope of the regulations unless the consumer is paying the public sector provider directly for those services.

Contracts for sale of property are also outside the scope of the regulations.

The requirements of the regulations

From the 1st October 2015:-

(i)         Where a business is obliged (either by law or by virtue of its membership of a trade association) to use ADR provided by a particular ADR entity, the business must provide the name and website address of that ADR entity.

(a)        On its website if it has one; and

(b)        In the general terms and conditions of sales or service contracts between it and a consumer.

(ii)         Where a business has exhausted its complaints handling procedure in respect of a consumer complaint, the business must inform the consumer on a durable medium (which can include email);

(a)        That the business cannot settle the complaint with the consumer;

(b)        That the name and website address of an ADR entity that would be competent to deal with the complaint, should the consumer wish to use ADR; and

(c)        Whether the business agrees to submit to an ADR procedure operated by that ADR Entity.  (Businesses obliged or committed to using the ADR entity will of course have to agree).

This requirement will apply to all disputes that are unresolved after the 1st October 2015, even if the contract was entered into, or the complaint first arose, before that date.

From 9th January 2016:-

All businesses that sell goods or services online must provide on their website a link to the EU’s Online Dispute Resolution (“ODR”) platform.  Online businesses who are legally obliged or committed to using ADR must also provide information about the ODR platform in their terms and conditions of business.

Daven Naghen head of our Litigation Team commented as follows:-

“Some businesses are already obliged by either law or virtue of a membership of a trade association to use ADR.  For example many travel agents through their membership of ABTA are obliged to use its ADR scheme.  In such circumstances the business must ensure that its website shows the name and website address of the ADR entity and that the details are also included in terms and conditions of business.

The more interesting provision relates to businesses that are not currently obliged by law or by virtue of a membership of a trade association to use ADR.  Quite often such businesses will have an internal complaints procedure and if that fails to bring a resolution to matters then it will be left to the consumer usually to go to Court to seek a remedy.  Now once the internal complaints procedure has been exhausted, the consumer must be given the name and address of an approved ADR entity that would be competent to deal with the dispute.  Unless the business is obliged by law or virtue of its membership of a trade association to use ADR then the business still has the option about whether or not to use that ADR entity.  The obligation merely relates to referring the consumer to the details of an approved ADR entity.

However in view of the obligation in litigation for the parties to participate in ADR it may be appropriate for the business to agree to use ADR provided by the stated ADR approved body.  Furthermore it might just resolve the dispute in a timely and cost effective way.

As I understand it many of the ADR approved bodies will be charging businesses a membership fee for being able to give their details to a consumer and then the ADR approved entity may charge another fee on a case by case basis for each matter that it deals with.

I am not sure how effective these regulations will be in terms of getting businesses to enter into ADR when they are not legally obliged or committed to doing so, but there must be something of a reasonable chance that some businesses at least will use the ADR approved entity that they at least have to notify the consumer about.  Provided the standard and quality of the ADR approved entity is good, then this cannot be a bad thing as it will hopefully reduce the number of matters that need to be litigated through the Court.”

If you are either a business or a consumer that requires advice about these new ADR regulations, or about any consumer matter then please contact Daven on 01775 722261 or email or visit our offices or arrange an appointment at our offices at 23 New Road Spalding Lincolnshire PE11 1DH.

Maples supporting Macmillan Coffee Morning image

Maples supporting Macmillan Coffee Morning

On 29th September 2017 Maples Solicitors LLP will be hosting a coffee morning as part of Macmillan’s “World’s Biggest Coffee Morning”.

Tea, coffee and cakes will be served from 10:00am until 1:00pm and all donations received will go to Macmillan Cancer Support to assist them with providing medical, emotional, practical and financial support to those facing cancer and their families.

At the same time, Maples will also be running a free Wills, Lasting Powers of Attorney and Probate clinic so that whilst you are in the office you may take the opportunity to discuss any of these with one of the Private Client Team with no obligation to commit. You can use the time to raise any questions you may have about making a Will, who you could appoint as Executors, whether you need a Power of Attorney or how a Power of Attorney works, for example.

Maples hope to see their existing clients join them for the coffee morning and very much look forward to meeting new people- everyone is welcome!

If you would like to discuss any matters in relation to Wills, Lasting Powers of Attorney or any Probate related matters prior to the coffee morning then please contact one of the lawyers in our private client team:-

Jane Mawer-
Jamie Dobbs-
Faye Blair-

Or telephone the office on 01775 722261 and ask to speak with one of the team.

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Gemma Mayer LLB

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Anita Toal LLB BA

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Daven Naghen LLB

"I felt the service I got from Maples was excellent and was very honest all through the process. I would recommend Maples as a first class Solicitors group"

Faye Blair LLB

Faye was excellent, sensitive and acted very well to the time constraints we faced. Great service and dealt with compassion at such sad times made the process less painful very professional.

Jamie Dobbs ACILEx

Over the last forty years I have cause to deal with many law firms both in a personal and professional capacity, including some ‘top’ London Companies. In all of those dealings I have never found anyone as proactive and so willing to offer help and advice as Jamie Dobbs. During the last two years Jamie guided my parents through the completion of Lasting Powers of Attorney. Helped myself with the use of the LPA and recently dealing with Probate and Estate Administration following their death.

Mike Pepper MA

This is the second time we have used Mike Pepper at Maples Solicitors in the sale of our house. We cannot praise Mike enough for the highly efficient and professional service that he has provided us with. He is by far the best solicitor we have ever worked with, and the service that he has provided us with has gone far and beyond anything we have ever experienced. We have found the whole process to be a very relaxing experience.

Claire Smith FCILEx

Claire Smith has been amazing in every way. I highly recommend her and I am so grateful for all her help. She’s professional on all levels, reliable, extremely organised and I will be recommending her to everyone. I’m very lucky to have had her representing me and I can’t thank her enough. She is an asset to Maples. Thanks so much Claire!

Anita Zaborniak

We found it a pleasure to deal with Anita Zaborniak, she was most helpful and informative and kept us up to date with the progress of the purchase of our new home. If we were to move again we wouldn’t hesitate to use Maples again.