A retailer that has refused to repair, replace or refund a faulty pram has not necessarily had the last word. Between an unanswered complaint and a court claim sits alternative dispute resolution, usually shortened to ADR, in which an independent third party helps settle the dispute. This guide summarises how Trading Standards guidance and the ADR providers describe it, and what a retailer has to say about it. It covers the whole UK, with court references noted by nation. It is general information, not legal advice.
What ADR means
Trading Standards’ Business Companion guidance defines ADR as any method of securing or facilitating an out-of-court resolution of a consumer contract dispute, carried out by an independent third party who acts in relation to both parties. It lists common forms as mediation, arbitration and adjudication, early neutral evaluation and ombudsman schemes. The guidance says ADR is usually free for the consumer, and that if there is a cost it will be considerably less than using the courts. It also says procedures are often confidential and less confrontational than court proceedings.
What a retailer must tell you
The Digital Markets, Competition and Consumers Act 2024 (DMCCA) applies to almost all contracts between a business and a consumer. Business Companion says that if a business’s internal complaints process has not resolved the dispute, the business must inform the consumer if there is an ADR or other arrangement available, whether that is a legal requirement, a trade association membership or simply voluntary. It says the information should be given in a durable form such as a letter or email, when communicating the outcome of the complaint. A trader that is not willing to engage in ADR does not have to give information about it, and a trader cannot compel a consumer to use ADR. The guidance adds that where a case goes to court, a business’s lack of engagement in ADR may affect the outcome, and that a court may impose costs or sanctions.
What changed on 6 April 2026
Business Companion says the DMCCA replaced the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 on 6 April 2026. Under the old system providers did not have to obtain approval. Now providers must be accredited by the Chartered Trading Standards Institute (CTSI) unless they are exempt. The guidance says traders can refer cases to providers approved under the earlier regulations until 5 October 2026, or until an accreditation application is granted, refused or withdrawn if the provider has applied. So a retailer may name a provider that is still in transition rather than one that is fully accredited.
Which provider for a pram
CTSI publishes a list of approved ADR bodies. It describes Retail ADR, a trading name of Consumer Dispute Resolution Limited, as an independent organisation and authorised ADR provider that provides consumers with redress for complaints relating to consumer rights in the retail sector, and says the service is free for consumers. A retailer that belongs to a trade body or code of conduct may instead name that body’s own scheme. Business Companion notes that for some sectors, such as estate agents and telecommunications, joining a redress scheme is required.
How RetailADR says its process works
RetailADR describes its own process as follows. The consumer complains to the trader first. If the trader’s response, or lack of one after eight weeks, leaves the consumer unsatisfied, the consumer can bring the complaint to RetailADR. It says that within 60 days of receiving all the information and evidence it decides who is in the right and what is owed, and that if the consumer accepts the decision it becomes legally binding. It also says the decision is not binding on the consumer unless accepted, leaving the consumer free to pursue the complaint in court. Complaints can be made online, by post or by phone. These are the provider’s own statements about its scheme, and time limits and fees vary between providers, so each should be checked.
How ADR fits with other routes
ADR is one step in a sequence. The site’s guides cover the rest: the rights themselves, Section 75 and chargeback where a card was used, and the court routes: a money claim in England and Wales or Simple Procedure in Scotland. Business Companion notes that court protocols require parties to consider whether ADR will let them settle, and that traders and consumers may be asked to show they considered it. It names the small claims track of the County Court in England and Wales and the simple procedure in the Sheriff Court in Scotland as the relevant court routes.
Frequently asked questions
Must a retailer take part in ADR? Not under the DMCCA. Business Companion says neither party is obliged by the Act to use ADR, though a trade body or regulator may require it.
Does ADR cost anything? Business Companion says it is usually free to the consumer; CTSI describes RetailADR as free for consumers.
Can I still go to court after ADR? RetailADR says its decision is not binding on the consumer unless they accept it.
The bottom line
When a pram retailer rejects a complaint, it must tell the customer about any ADR arrangement available, and that written information is a useful prompt to try a free, out-of-court route before a court claim. Since 6 April 2026 providers are being accredited by CTSI, so check the provider named and keep the retailer’s letter.