What is an Alternative Dispute Resolution Scheme?
Alternative Dispute Resolution (ADR) schemes act as an independent middleman between the service provider and the customer. If the ADR scheme finds in your favour, it can order the service provider to fix the problem and, if needed, pay compensation. All providers of services to consumers and very small businesses are required to join an ADR scheme. If you have gone through the service provider’s formal complaints procedure and contacted ITSPA (if your provider is an ITSPA member) but your concerns still aren’t resolved, the next thing to try is the service providers’ ADR scheme. You do not pay for using an ADR service, the only costs you might have to pay are to cover photocopying and postage costs.
