About the Alternative Dispute Resolution (ADR) scheme
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.
- Read the scheme rules and procedure (PDF, 173.2 KB).
- View the process (PDF, 183.3 KB).
- Read the 2025 Alternative Dispute annual report (PDF, 263.8 KB)
- Read the 2022 to 2024 Alternative Dispute 2 yearly report (PDF, 175.0 KB)
We abide by the regulations for Alternative Dispute Resolution schemes.
Email adr@kent.gov.uk if you have any further questions.
Our officials
| Name | Title | Role |
|---|---|---|
| Mark Rolfe | Chartered Trading Standards Practitioner | ADR Manager |
| Richard Strawson | Chartered Trading Standards Practitioner | ADR Official |
| Tammy Carroll | Chartered Trading Standards Practitioner | ADR Official |
| Sarah Eykelbosch | Chartered Trading Standards Practitioner | ADR Official |
| Anna Potter | Trading Standards Practitioner | ADR Official |
| Caroline Wait | Trading Standards Professional | ADR Official |
Our ADR officials are all appointed by an application process and skills-based interview. They are appointed permanently.
Our postal address is:
Regulated by
Kent County Council ADR is approved by government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
