The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015

[^key-1efc083a15db8396686dce8344e922cd]: Words in reg. 18(3)(b) omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(13)(d); 2020 c. 1, Sch. 5 para. 1(1)

[^key-da03e55ef39d3afabcf6b77926ae2875]: Words in reg. 18(4) substituted (31.12.2020) by The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(13)(e)(i); 2020 c. 1, Sch. 5 para. 1(1)

[^key-0638914dcb46f39b004420f157276333]: Words in reg. 18(4) substituted (31.12.2020) by The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(13)(e)(ii); 2020 c. 1, Sch. 5 para. 1(1)

[^key-c1033120c64ff4a96a465b1c5e23c415]: Words in reg. 18(5) substituted (31.12.2020) by The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(13)(f); 2020 c. 1, Sch. 5 para. 1(1)

[^key-517fd363601ad709753cbbe3ec97ae35]: Words in reg. 19 omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(14); 2020 c. 1, Sch. 5 para. 1(1)

[^key-a45f26079a41f7541c85047695907009]: Reg. 19A omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(15); 2020 c. 1, Sch. 5 para. 1(1)

[^key-9801599c1f393253aaac8e7129ad9034]: Words in Sch. 3 para. 1(a) omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(a)(i); 2020 c. 1, Sch. 5 para. 1(1)

[^key-967d18457ae4dc8f3c54baf062f9ab65]: Words in Sch. 3 para. 1(b) omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(a)(ii); 2020 c. 1, Sch. 5 para. 1(1)

[^key-ec164e30066a763c99e975ab04355538]: Words in Sch. 3 para. 1(c) omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(a)(iii); 2020 c. 1, Sch. 5 para. 1(1)

[^key-51f18c2e68b8bdf2368d942e6b87fe98]: Words in Sch. 3 para. 2(a) omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(b)(i); 2020 c. 1, Sch. 5 para. 1(1)

[^key-1d932e2060aa32c98ea23c31195d85fc]: Sch. 3 para. 2(f)(g) omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(b)(ii); 2020 c. 1, Sch. 5 para. 1(1)

[^key-4e526f8ce80449bd98bc56ec688c4091]: Words in Sch. 3 para. 4 omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(c); 2020 c. 1, Sch. 5 para. 1(1)

[^key-4dc61e5822d7a1381047cb1d013ebb8c]: Sch. 3 para. 5(d) omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(d)(i); 2020 c. 1, Sch. 5 para. 1(1)

[^key-9194ac26d84bcddc37dab526570814df]: Words in Sch. 3 para. 5(e) omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(d)(ii); 2020 c. 1, Sch. 5 para. 1(1)

[^key-65be16d5f4808ad4373a304bc1b84e2b]: Words in Sch. 3 para. 11(a) omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(e)(i); 2020 c. 1, Sch. 5 para. 1(1)

[^key-d093086395466856490dca9d50f84ba1]: Sch. 3 para. 11(b) omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(e)(ii); 2020 c. 1, Sch. 5 para. 1(1)

[^key-7c5a25c313732333c5afdf3e999d7412]: Sch. 3 para. 12 omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(f); 2020 c. 1, Sch. 5 para. 1(1)

[^key-fec08f5cb1b55467d0b80caca62e0a87]: Words in Sch. 3 para. 13 omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(g); 2020 c. 1, Sch. 5 para. 1(1)

[^key-4fb58b76de4cbfeff677c2bac3b15f2a]: Sch. 3 para. 17 omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(h); 2020 c. 1, Sch. 5 para. 1(1)

[^M_F_202322fa-fe14-452d-851d-42d6eb3071ab]: Sch. 3 para. 18 omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(h); 2020 c. 1, Sch. 5 para. 1(1)

[^M_F_821a19b5-4776-451a-a5dc-ebcd91d3e037]: Sch. 3 para. 19 omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(16)(h); 2020 c. 1, Sch. 5 para. 1(1)

[^key-a10dc9fb5963b50fa99866d9aea62f6a]: Words in reg. 5 omitted (31.12.2020) by virtue of The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018 (S.I. 2018/1326), regs. 1(3), 9(3)(b); 2020 c. 1, Sch. 5 para. 1(1)

[^key-c8d7f3d68e65a0cca0e0bdbf51ea6305]: Words in reg. 14A(2) substituted (6.4.2025) by The Digital Markets, Competition and Consumers Act 2024 (Consequential Amendments) Regulations 2025 (S.I. 2025/381), reg. 1(2), Sch. para. 36

The ADR entity’s duty to cooperate

14A

• (1) The ADR entity must take reasonable steps to—

• (a) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

• (b) conduct regular exchanges of best practices with other ADR entities regarding the settlement of ... domestic disputes.

• (2) The ADR entity must take such steps as it considers appropriate to cooperate with bodies or persons which are enforcers under Part 3 of the Digital Markets, Competition and Consumers Act 2024.

• (3) Cooperation under paragraph (2) includes, in particular, exchange of information on practices in specific business sectors about which consumers have repeatedly lodged complaints.

Agreement to submit disputes to an ADR entity

14B

An agreement between a consumer and a trader to submit a ... domestic dispute to an ADR entity is not binding on the consumer to the extent that the agreement—

• (a) was concluded before the ... domestic dispute materialised; and

• (b) has the effect of depriving the consumer of the right to bring judicial proceedings in relation to the ...domestic dispute.

Binding outcome requirements

14C

• (1) Where an ADR entity aims at resolving a dispute by imposing a solution, the solution will not be binding on a party to the dispute unless—

• (a) the ADR entity notifies the party that the outcome will be binding; and

• (b) the party specifically accepts that the outcome will be binding.

• (2) The requirements under paragraph (1) must be met before the ADR entity notifies the party of the outcome of the alternative dispute resolution procedure.

• (3) Paragraph (1)(b) does not apply in relation to a trader where an enactment, the rules of a trade association, or term of a contract, provides that the solution will be binding on the trader.

Fees payable to the Secretary of State

Fees payable to the Financial Conduct Authority

15A

• (1) The functions of the FCA under these Regulations are to be treated for the purposes of paragraph 23 of Schedule 1ZA to the 2000 Act (fees) as qualifying functions conferred on the FCA under that Act with the following modifications—

• (a) rules made under paragraph 23 by virtue of this regulation may not provide for payment of fees by any person other than the scheme operator as defined in section 225(2) of the 2000 Act (the ombudsman scheme);

• (b) rules made under paragraph 23 by virtue of this regulation are not to be treated as regulating provisions for the purposes of Chapter 4 of Part 9A of the 2000 Act (competition scrutiny);

• (c) in relation to the first rules made under paragraph 23 by virtue of this regulation, section 1381 of the 2000 Act (consultation by the FCA) does not apply.

• (2) In this regulation—

• “the 2000 Act” means the Financial Services and Markets Act 2000;

• “the FCA” means the Financial Conduct Authority as defined in section 1A of the 2000 Act (the regulators).

Consequential amendments

13A

• (1) Subject to sub-paragraph (2), the “prescribed period” is 12 months from the date on which the trader informs the consumer that the trader is unable to resolve the consumer’s complaint (the “notice date”).

• (2) Where the notice date occurred prior to the date on which the relevant competent authority approved the person as an ADR entity, under regulation 9(4), the “prescribed period” is the time period for submission of complaints as set out in the rules operated by that person on the notice date.

14A

The decision in paragraph 13 can be made at any time prior to the expiry of three weeks of the date upon which the person received the final submissions of the parties, but it cannot be made after the person has notified the parties under paragraph 6(c) that it has received the complete complaint file.

Consumer information regarding the ODR platform

8A

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Assessment of application to become an ADR entity

Listing of ADR entities

Ongoing information obligations of an ADR entity

Ongoing assessment of an ADR entity

Removal of approval

Notification of the consolidated ADR entity list

The ADR entity’s duty to cooperate

Agreement to submit disputes to an ADR entity

Binding outcome requirements

Fees payable to the Secretary of State

Fees payable to the Financial Conduct Authority

Consequential amendments

Consumer information by online traders and online marketplaces regarding the ODR platform

19A

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Compliance with the Online Dispute Resolution Regulation

17

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18

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19

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Functions of the Secretary of State