Here are answers to some frequently asked questions. If your question isn't answered please email us at firstname.lastname@example.org or call us on +44 (0)20 7520 3800.Expand all | Collapse all
Adjudication is a process by which an adjudicator, who is usually legally qualified, weighs up the documents and evidence provided by the customer and the company in order to reach a decision. The adjudicator will take into account the law relevant to the subject matter of the dispute at hand. The adjudicator’s decision is binding upon both parties* if the customer chooses to accept it. If the customer chooses not to accept the decision, it will have no binding effect on either party.To see how an Adjudication process works see the Process flowchart below:
*Claims in excess of £10,000 on Camelot adjudications are subject to recommendations only.
Arbitration is a legal process carried out in line with the Arbitration Act 1996 by which a third party arbitrator determines the outcome of a dispute. The arbitrator has wide discretion to determine the way in which the case will run. The arbitrator’s award is binding on both parties upon its publication, and it can be enforced directly in the courts in the event that either party does not comply with it.
Conciliation is an informal process for settling disputes through direct negotiations. A conciliator contacts the parties directly, usually by telephone, to attempt to encourage a negotiated settlement between them. The conciliator allows the parties to reach their own resolution to a dispute, although the conciliator has the power to recommend a particular solution in the event that the parties are unable to reach one themselves. Any settlement reached through conciliation will become binding as a contractual agreement once both parties sign a copy of it.To see how the Conciliation process works see the Process flowchart below:
CEDR provides an independent reviewing service for a number of government regulators. This involves carrying out reviews into the way in which organisations have handled complaints referred to them by their users or interested parties. The Reviewer will issue a written report of their findings.
Our staff are available to assist in the completion of forms. Further assistance is available from the Citizens Advice Bureau and other consumer help groups, details of which are available from the Advice Now website.
If you have a disability and one which limits your ability to write or go online, you can get help in submitting a claim.
Please read, or get help to read, our Reasonable Adjustment Policy PDF below which clearly states your rights.
During the course of accessing our services you may need to send us files which include documentation, pictures or videos. Please note the following when sending data: The maximum file size we can receive by email is 7MB. You may wish to compress the file to reduce the size or split into smaller emails. You are also able to send files via Egress. You may wish to send us information via USB drive or CD. You can do this by posting the USB or CD to 70 Fleet St, London, EC4Y 1EU. We will return to the address provided via signed for delivery. Unfortunately we are unable to accept any other type of hard storage (for example Dictaphones).
If you want to complain about CEDR please read our Complaints Procedure document below:
Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaints Form below:
Expected standards of behaviour towards our staff
We believe that if you are making a complaint about a service, you have a right to be heard, understood and respected. Our service is independent and impartial and we work hard to be open and accessible. However, the behaviour or actions of some people sometimes makes it very difficult for us to deal with their complaint. In a small number of cases their behaviour is unacceptable because it involves abuse of our staff or the way we work. When this happens, we have to take action to protect our staff. We also have to consider the effect of this kind of behaviour on our ability to do our work and provide a service to others. This policy explains how we will deal with these situations. We understand that you may be angry about the issues you have raised in your complaint.
However, we do not tolerate unreasonable behaviour towards our staff.
Examples of unreasonable behaviour include:
• aggression or abuse;
• unreasonable levels of contact with, or harassment of, our staff; and
• making unreasonable demands.
It is important to note that what matters is how the person you are being unreasonable towards is made to feel, not whether your behaviour was intended. Any member of our staff who directly experiences aggressive or abusive behaviour has the authority to deal with it immediately in a way they consider appropriate and in line with this policy. This may include ending or refusing to accept your phone calls.
Please read the full Unreasonable Behaviour Policy document below: