Know Your Consumer Rights – We’re Here to Support You

Do I Have to Use the Independent Company Recommended by the Retailer If I Complain?


When a dispute arises between you and a retailer, you may be advised to use an independent company—often referred to as an Alternative Dispute Resolution (ADR) body—to help resolve the issue. But are you obligated to use the one the retailer recommends?

The short answer is no. You are not required to use the ADR provider suggested by the retailer. Here's what UK consumers need to know about their rights and options when it comes to dispute resolution.


What Is ADR and Why Is It Recommended?


Alternative Dispute Resolution (ADR) is a process designed to help consumers and businesses resolve disputes without going to court. It includes methods like mediation and arbitration, and is often quicker and less formal than legal proceedings.


Under UK consumer law, if a retailer cannot resolve your complaint directly, they must:

  • Inform you of an approved ADR body relevant to their sector.
  • Provide the name and website address of that ADR provider.
  • State whether they are willing to engage in the ADR process with you.

However, you are not legally bound to use the ADR provider they recommend. [Consumer D...ews of ...]


Your Rights as a Consumer


You have the freedom to choose whether to:

  • Accept the ADR process offered by the retailer.
  • Seek a different ADR provider (if available in the sector).
  • Reject ADR altogether and pursue other legal options, such as taking the matter to court.

This flexibility ensures that consumers are not forced into potentially biased or ineffective dispute resolution processes.


What If You’re Unhappy With the ADR Outcome?


If you do go through ADR and are dissatisfied with the result, you still have the right to:

  • Take your case to court.
  • Seek legal advice to explore further options.

ADR decisions are not always legally binding unless both parties agree to be bound by the outcome.


Other Avenues for Help


If you're unsure about how to proceed, consider these additional resources:

1. Citizens Advice

They offer free, confidential advice on your consumer rights and can guide you through the complaint process.

2. Section 75 of the Consumer Credit Act

If you paid by credit card and the item or service cost more than £100, your credit card provider is jointly liable for any breach of contract. This can be a powerful tool for getting your money back.

3. Trading Standards

While they won’t resolve individual complaints, you can report a business to Trading Standards if you believe they’ve acted unfairly or broken the law.


Final Thoughts

While ADR can be a useful tool for resolving disputes, you are not obligated to use the company recommended by the retailer. Always explore your options and choose the path that best protects your rights and interests.

If you're facing a dispute and need help understanding your next steps, consider speaking with a consumer rights advisor or legal professional.


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We specialise in domestic furniture inspections, including sofas, beds, dining sets, wardrobes, and even fitted kitchens. Our expert inspectors conduct thorough on-site evaluations and provide comprehensive written reports backed by high-resolution photographic evidence.


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At Barrdale, we understand the importance of quality and durability in furniture. If your item fails to meet acceptable standards, we’ll help you challenge the issue and seek a fair resolution.

Whether you're dealing with a retailer, manufacturer, or service provider, our impartial inspections can support your case and help you get the outcome you deserve.


Get the Resolution You Deserve



If your furniture cannot be economically repaired or replaced, you may be eligible for a full refund under your consumer rights. Let Barrdale guide you through the process with expert advice and professional inspection services.

📞 Contact us today to book your inspection or learn more about how we can help.


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