Alternative Dispute Resolution (ADR) Directive

From 9 July 2015, the European Directive on Alternative Dispute Resolution (ADR) will be used to provide an alternative means of resolving disputes between consumers and businesses. The process should be less formal and faster than pursuing matters via the courts, as well as being less costly. As a result of this, where firms have been unable to resolve a complaint, they are now obliged to inform consumers about the availability of the ombudsman service where the dispute may be reviewed by an independent party. Details of the ombudsman’s website must also be provided. This information must be provided in the Summary Resolution Communication (SRC) and final response letters.