Apply and pay for Alternative Dispute Resolution (ADR)

Before you apply

You must contact the business you are in dispute with and get their agreement to participate in the Alternative Dispute Resolution process. You cannot apply if the business doesn't agree to participate. Contact Citizens Advice consumer service to find out what options are available to you via: ​

Evidence

You need to gather all evidence before you make your application. We cannot accept further evidence later unless it is to directly disprove or contradict something the other party has said in their evidence. This applies to both parties.

It is your responsibility to prove the case that you are making, including justifying any sums of money you are seeking to claim and supplying evidence to substantiate these amounts.

The standard of proof is 'on the balance of probabilities'. This means that you have proved that it is more likely than not that what you are saying is true.

You must submit evidence in support of your claim. The better and more organised your evidence, the stronger your claim will be.

As well as providing evidence showing what you say is wrong, you must also provide evidence showing why the amount claimed is appropriate.

It is important that your evidence is well organised. To find out more about what types of evidence you need to provide and how to organise it effectively, read our guidance (PDF, 351.7 KB). Please follow this guidance to the best of your ability. If your evidence does not comply it will be rejected and you will be asked to re-submit evidence which follows the guidance.

If you do not understand the guidance, you should ask a trusted friend or family member to help you. To remain independent we are not allowed to assist either party.

The evidence supplied by the parties involved is the only information used to inform the decision, so please make sure you include everything relevant and that the copies are legible. Including lots of irrelevant evidence can make your case less clear.

Our ADR officials will not make any enquiries beyond what the parties tell them. They are not able to conduct site visits, will not respond to comments like “these are available on request” and will not ask for evidence from other parties like trade associations.

Do not submit original documents with your evidence as we are unable to return evidence to you. At the conclusion of the process your application and all documents will be securely destroyed.

Email adr@kent.gov.uk if you have any questions about the application process.

Cost

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. The amount will depend on the claim value. View the cost to the business which is different to your fee.

Apply

Apply for an ADR online

If you are unable to use the online form, we can accept an application via post.

To apply by post, email adr@kent.gov.uk and request an application form to be emailed, or sent via post.

Postal applications will take longer to process.