Dispute resolution

If you have tried every avenue to try and resolve a problem with your trader and you have not found a resolution, you could consider Alternative Dispute Resolution.

Alternative Dispute Resolution

Alternative Dispute Resolution (ADR) is voluntary complaint resolution service that is impartial and low cost for the customer. Working through problems with a third party can reduce the stress of the situation and the need for a costly court claim. A business cannot initiate the ADR process, it is up to the customer to apply for ADR.

The Kent County Council (KCC) ADR scheme is available to consumers who are in dispute with a Trading Standards Checked (TSC) trader in relation to goods or services they have bought from them. As part of the TSC Code of Conduct our traders agree to cooperate with KCC ADR in the event that a consumer wants to claim.

The KCC ADR scheme is fully accredited by the Chartered Trading Standards Institute under the Alternative Dispute Resolution for Consumer disputes (Competent Authorities and information) Regulations 2015.

Before you apply

You must have first tried to resolve the dispute directly with the trader and tried every possible solution.

You will need to pay an administration fee of:

  • £15 (including VAT) for claims up to £1,000

  • £35 (including VAT) for claims over £1,000.

This fee is non-refundable. If we do not receive payment within 7 days, we will delete your application and evidence.

The business will also need to pay a fee to continue your claim.

Apply for ADR

To find out more about Kent ADR and the full resolution process, visit the Kent County Council website.