Please see below for our Frequently Asked Questions. 
You can visit the relevant Scheme page for Application Forms and Guidance Notes. 

Adjudication is a process by which an adjudicator, who is usually legally trained, 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.

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.

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.

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 CEDR, Consumer Complaints, 100 St. Paul's Churchyard, London, EC4M 8BU. 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. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaint Form below. Please note that adjudicator decisions are out of scope and are unable to be reviewed or appealed.  Also, if a customer or subscribing company wish to bring a complaint about CEDR, they must pay their own costs of preparing the complaint.

Please note that if you require a reasonable adjustment, a member of the team can take your complaint over the phone. 

Complaints Procedure

Complaint Form

Independent Reviewers Terms of Reference

Goodwill Payments Guide to Complaints

Need help submitting an application?

If you require assistance in order to submit your application please contact our team. 

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