Help & Guides
General
ABC+ Warranty Consumer Code for New Homes
Ark Insurance Group
Association of Residential Managing Agents (ARMA)
Aviation (Flights)
Benenden Health
British Holiday & Home Parks Association
Build-Zone Structural Warranty Policies
Cars (The Good Garage Scheme)
Cavity Wall Installation (CIGA & IAA)
Consumer Code for Home Builders Independent Dispute Resolution
Consumer Code for New Homes
Domain Name (Nominet)
Education (ICASO)
Gambling
Homes England
ICW Consumer Code for New Homes
Institute Of Residential Property Management (IRPM)
Jewellers
Lotteries
NAFD Resolve
National Custom & Self Build Association (NaCSBA)
Package Holidays
Postal Redress (POSTRS)
Private Healthcare Mediation
Regulator of Social Housing
Renewables
Solicitors
Storage
Surveyors (RICS)
Telecoms (CISAS)
The Glazing Arbitration Scheme
Water Redress (WATRS)
Westerleigh Group
Frequently asked questions
Useful documentation
Guidance
Guidance
How we do it
The service is independent of the developer and the warranty bodies and any matter referred to this service concerns disputes under the Ark New Home Buyers Consumer Code. The adjudication will be independent and conducted by a trained adjudicator who must be a member of CEDR. The service is applicable to complaints made within the first two years from completion of the New Home, in the event that a dispute arises between the buyer and the developer where agreement cannot be reached within 56 calendar days of the complaint being raised with the developer. The service has a maximum award of £50,000. Decisions reached under the service are not insured under the Structural Warranty.
What is the Proposed Decision?
The Adjudicator’s Proposed Decision sets out what they are minded to decide before it becomes final and allows both you and the Home Builder to comment one final time. This is only however for you and the Home Builder to clarify any points which you believe the Adjudicator may have misunderstood. You will not be able to introduce any new complaints at this stage. If you require an extension on the comments, this can be requested and the adjudicator will decide whether or not to grant you an extension. Please note that any comments made by you and the Home Builder at this stage will be shared between all parties.
About the Code
Purchasing a new home is a significant expense for most consumers and there are many different factors which purchasers consider including location, design and suitability as well as price and reputation of the developer.
The Code has been developed by Ark Insurance Group to ensure that best practice is followed by Developers (as defined in The Code) in respect of the marketing, selling and purchasing of new homes and to set expected standards for after sales customer care service. The Code outlines a complaints procedure that must be followed should a customer register a complaint against a Developer.
Dispute Resolution: One of the fundamental aspects of the Ark New Home Buyers Consumer Code is providing consumers with access to a low-cost and effective dispute resolution scheme in the event that a dispute arises between a Buyer and a registered Developer. This can help to avoid costly and protracted legal action.
Useful information
Please note that we can only accept applications in English and the process is conducted in English only.
The process is conducted entirely in writing and all parties to a dispute will see all the evidence submitted by the other.
Cases must be completed within 90 days of the complete case file being received, as required by UK legislation. However, the average time taken to complete the process is generally considerably quicker. The parties will be notified once the complete case file is received by the adjudicator and the ADR procedure has commenced. For complex cases, they may take slightly longer than 90 days.
You are able to withdraw your application after you have registered your case with CEDR. However, once a decision has been issued, you are only able to accept or reject the decision.
The adjudicator will produce a written decision, which will be sent to you and the company. The adjudicator’s decision will outline to both parties details of how the outcome was reached.
If you decide that you do not agree with the adjudicator’s Final Decision, you are free to reject it and pursue your claim elsewhere if you wish. In this case, the adjudicator’s decision will not be binding on the company. Please note that the adjudication may be different from an outcome determined by a court applying strict legal rules and principles.
Consumers do not have to obtain independent advice or representation to access the service.
How can I register a new complaint?
To register a case with CEDR please use the 'New case' button. This will take you to our case management system where you can start the process. This is the fastest way to register a new complaint.
Alternatively, you may wish to complete and submit an application via our Online Form
Once received CEDR will review and do some initial eligibility checks before accepting your complaint.
Complaints about CEDR
Complaints about CEDR
What if I have a complaint about CEDR?
If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaint Form below.
The steps you must take before submitting a complaint
Contact the company
Get in touch with CEDR
Accept or reject the final decision
Are you a business?
CEDR can provide dispute resolution services for business in most sectors.
- Fast, and cost effective solutions
- Provided at a sustainable cost