How the scheme operates

This scheme is owned and run by Kent County Council and is totally independent. For administrative purposes it is housed within Kent County Council's Public Protection service.

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

Our scheme is led and managed by a Chartered Trading Standards Practitioner.

This scheme offers an adjudication service, meaning the officials employed by the scheme will assess the evidence presented to them and form a judgement with regard to the most effective means of resolving the dispute. Our officials are all Trading Standards professionals with appropriate qualifications and experience in relation to consumer law, assessment of evidence and decision making. Officials are remunerated from the scheme’s resources on a fixed fee basis and are not incentivised in any way beyond this.

When considering your case our adjudicators will take into account the following principles: the law, any known industry standards, fairness and equity.

Consumers may withdraw from the process at any time. Business may withdraw at any time unless there is a legal duty on them to participate or it is a condition of their membership of a trade association or similar body that they participate.

The outcome is not binding on the consumer. The outcome is binding on the business only if there is a legal requirement for them to be bound or if it is a condition of your membership of a trade association or similar body that they agree to be bound.

The proposed outcome reached by this process may differ from an outcome reached by a court, and taking part in the process does not prevent parties from seeking legal redress through a court.

We abide by the regulations for Alternative Dispute Resolution schemes.

Email adr@kent.gov.uk if you have any further questions.

Our officials

Names, titles and roles of our officials.
NameTitleRole
Mark RolfeChartered Trading Standards PractitionerADR Manager
Richard StrawsonChartered Trading Standards PractitionerADR Official
Tammy CarrollChartered Trading Standards PractitionerADR Official
Sarah EykelboschChartered Trading Standards PractitionerADR Official
Anna PotterTrading Standards PractitionerADR Official
Caroline WaitTrading Standards ProfessionalADR Official

Our ADR officials are all appointed by an application process and skills-based interview. They are appointed permanently.

Our postal address is:

Address
8 Abbey Wood Road,
Kings Hill,
West Malling,
Kent.
ME19 4YT

Regulated by

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