Frequently asked questions

Useful documentation

Video guides



What is involved?

The scheme is independent of the developer and the warranty bodies and any matter referred to this scheme concerns disputes under the ICW Consumer Code for New Homes only. The adjudication will be independent and conducted by a trained independent adjudicator who is appointed by CEDR.


The scheme 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. Decisions reached under the scheme 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 request 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

A copy of the ICW Consumer Code for New Homes is accessible here

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. 

Complaints Procedure

Complaint Form

Independent Reviewer's Terms of Reference

The steps you must take before submitting a complaint


Contact the company

Raise your concerns directly with the ICW Insured Developer.

Get in touch with CEDR

If your complaint is not resolved to your satisfaction by the developer and within six months of receiving that correspondence, you will need to contact ICW directly. ICW will then confirm whether or not your home is covered by the Code and confirm the area of complaint is within scope of the Code. ICW will also check to see if you have followed the Code’s complaints process ahead of you making an application to CEDR.

Accept or reject the final decision

Once you have received a deadlock letter/ referral notice from ICW and within 30 calendar days, you can make an application to CEDR for independent adjudication. CEDR will assess the dispute and an independent adjudicator will issue a final decision. You are free to either accept or reject this final decision as it appears. If you accept the decision, the developer will need to comply within a specified timeframe.
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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
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