The Centre for Effective Dispute Resolution (CEDR) is one of the largest full service ADR providers in Europe. Since 1990 we have dealt with over 300,000 parties in commercial disputes and helped to resolve over 100,000 consumer complaints across multiple sectors.

For further information on joining a CEDR Consumer Dispute Resolution scheme read our summary sheet here.

Consumer redress

We provide business to consumer dispute resolution solutions for businesses, central and local government and trade bodies who have registered for our services. Each service is designed in collaboration with stakeholders to ensure the solution is fast, effective and provided at a sustainable cost. We are certified by the, Civil Aviation Authority, the Chartered Trading Standards Institute, Ofcom and the Gambling Commission to provide ADR for regulated and non-regulated industries.

Four logos - Chartered Trading Standards Institute, Ofcom, Gambling Commission and Civil Aviation Authority

Services provided include:

Adjudication: The dispute reviewed by a qualified, legally trained, adjudicator who issues a written decision. If the customer accepts the findings of the adjudicator the decision is binding on the company but if the customer decides not to accept the decision the decision has no effect and the customer may refer their dispute to the courts.

Arbitration: Arbitration is legally binding under the Arbitration Act 1996 and provides for a review of the dispute by an independent qualified arbitrator who will publish an award that can be enforced in the courts if necessary.

Complaint review: Independent assessments of an organisations handling of a complaint.

Conciliation: A process of facilitated dialogue between the customer and the company, conducted by an accredited CEDR mediator, aimed at resolving disputes through a negotiated settlement.

We are currently providing Public Sector and regulatory schemes for:

  • Department of Education (Ofsted)
  • HM Courts & Tribunal Service
  • Solicitors Regulatory Authority
  • Regulator for Social Housing
  • Department of Energy and Climate Change
  • Homes England
  • Ministry of Justice (Court of Appeal)

We are currently providing trade body schemes for:

  • Chartered Institute of Management Accountants
  • Cavity Insulation Guarantee Agency
  • Confederation of Passenger Transport
  • Consumer Code for Home Building
  • Federation of Master Builders
  • Glass and Glazing Federation & FENSA
  • National Association of Funeral Directors
  • Private Healthcare
  • Renewable Energy Consumer Code
  • Royal Institution of Chartered Surveyors
  • Water UK

In addition to trade body schemes, thousands of organisations throughout the UK subscribe to CEDR consumer schemes to resolve deadlocked complaints including:

Anglian Windows, BA Holidays, Camelot, Co-op Funeralcare, Northumbrian Water, Royal Mail, Thames Water, Thomas Cook, TUI, United Utilities, Virgin Media, Welsh Water, Yahoo! and Yorkshire Water.

Commercial dispute resolution

CEDR are experts in the resolution of disputes and deadlocked negotiations of all shapes and sizes from small claims to disputes valued in the billions. For more information on commercial ADR please visit our Commercial ADR website.

Contact us

If you would like further information on the services we provide please contact John Munton, Director of Dispute Resolution Services at or call +44 (0)20 7536 6000.

Example Consumer Companies

The following are the top companies that work with us across our consumer schemes.

British Airways


Federation of Master Builders



Nuffield Health


Royal Mail



Thames Water

National Lottery

Thomas Cook

TUI Airways

United Utilities

Virgin Media


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