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Complain about an Alternative Dispute Resolution provider

The Alternative Dispute Resolution (ADR) provider’s decision is usually the end of the complaint process.

However, in some cases you may be able to ask the provider to review its decision. We can't get involved with the ADR provider’s decision or ask them to reconsider.

If you want to challenge the ADR provider’s decision, you can consider taking your complaint to court. You may want to take independent legal advice if you choose to do this.

You can find out more about finding free or affordable legal help on the Citizens Advice website (opens in new tab).

Complain about the service

If you're not happy with the service you’ve had from the ADR provider you can complain to them. Information about how to complain should be available on their website.

Report your complaint to the Chartered Trading Standards Institute (CTSI)

The CTSI is the government-appointed authority for approving and overseeing approved Alternative Dispute Resolution (ADR) bodies under the Digital Markets, Competition and Consumers (DMCC) Act 2024.

CTSI can only assess complaints where there appears to be evidence of a breach of the ADR legislation. In addition, they cannot investigate or review individual complaints nor overturn a decision reached by an ADR body.

Should you feel that an ADR provider is in breach of the Digital Markets, Competition and Consumers Act 2024, please direct your complaint to adrenquiries@tsi.org.uk, outlining how you feel the DMCC Act has been breached, please also provide relevant evidence to support this.

Last updated: 19 May 2026

Show updates to this content

Formatting correction. Removal of information relating to alternative dispute resolution following updates to Digital Markets, Competition and Consumers Act 2024.

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