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Resolving a dispute with a trader

Alternative Dispute Resolution (ADR) is a quicker and cheaper alternative to court, where consumers and businesses can resolve their disputes.

Our ADR scheme is available to consumers who are in dispute with a business in relation to goods or services they have bought.

You may appoint a third-party to assist you at any stage in the process. Where you do so, they will have to register their details with us as a representative and you will have to provide your consent for them to act on your behalf.

You must get the agreement of the business to participate in the scheme before you apply. If the business does not agree, you cannot apply.

In this section

  • Who can apply

    Find out the eligibility criteria to use the Alternative Dispute Resolution (ADR) service.

  • Apply and pay

    Guidance on applying for Alternative Dispute Resolution (ADR), including application process, fees, and evidence requirements.

  • After you apply

    What happens after you apply, including application handling, evidence sharing, adjudication timeline, decision outcomes, and data privacy.

  • About the scheme

    Learn more about the scheme and how we operate.

  • What businesses can expect from ADR

    Guidance for businesses on the ADR process, including, cost to business, and how to prepare and submit evidence.

Regulated by

Kent County Council ADR is approved by government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.