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
How we can help you make a complaint
How we can help you make a complaint
What disputes can we look at?
We can deal with disputes related to:
- Heat pumps (ground or air source)
- Hydroelectric generators
- Solar panels
- Solar water heaters
- Wind turbines
- Wood chip or pellet fuelled boilers & CHP units
How do we resolve your dispute?
For applications received by CEDR before 3 July 2023, the method of alternative dispute resolution used will be Arbitration.
Arbitration is a formal, legally binding process where the dispute is resolved by the decision of a nominated third party called an arbitrator. Once the arbitrator issues their award it is legally binding under the Arbitration Act of 1996 and can only be appealed in the courts on very limited grounds.
For applications received by CEDR on or after 3 July 2023, the method of alternative dispute resolution used will be Adjudication.
Adjudication is a more informal process where the dispute is resolved by the decision of a nominated third party called an adjudicator, and the outcome is only binding if the Consumer chooses to accept it. The adjudicator’s decision cannot be appealed but can be rejected by the Consumer, who is free to pursue the matter elsewhere (i.e. in court) should they wish to do so.
The arbitration and adjudication processes are conducted entirely in writing. Both parties will see all the evidence submitted by the other. The nominated third party, who is legally trained or an industry specialist, weighs up the documents and evidence you and the Code Member provide to reach a written decision on your dispute. The arbitrator or adjudicator will take into account any law that is relevant to the dispute, as appropriate.
Applications are received in English and the process is conducted entirely in English.
What is the difference between the arbitration service and the adjudication service?
For applications received by CEDR before 3 July 2023, the method of alternative dispute resolution used will be Arbitration.
Arbitration is a formal, legally binding process where the dispute is resolved by the decision of a nominated third party called an arbitrator. Once the arbitrator issues their award it is legally binding under the Arbitration Act of 1996 and can only be appealed in the courts on very limited grounds.
For applications received by CEDR on or after 3 July 2023, the method of alternative dispute resolution used will be Adjudication.
Adjudication is a more informal process where the dispute is resolved by the decision of a nominated third party called an adjudicator, and the outcome is only binding if the Consumer chooses to accept it. The adjudicator’s decision cannot be appealed but can be rejected by the Consumer, who is free to pursue the matter elsewhere (i.e. in court) should they wish to do so.
In practice, the two processes are similar, as the evidence and submissions of the parties will be considered and a written decision will be made. However, the adjudication service has a Proposed Decision stage that arbitration does not have, and the adjudication service’s Final Decision is only binding on the parties if the Consumer accepts it, whereas the arbitration service’s Award is automatically binding on the parties.
Application process
Application process
How do I apply?
In order to use the Service, you will need to have been given a referral notice (called an ‘Adjudication Notice’) by the Code Administrator on behalf of RECC.
You will then need to complete an application form, which can be found on this page or by contacting CEDR using the details above. You will also need to pay a fee of £120 directly to CEDR.
If you wish to review the Renewable Energy Consumer Code, it is accessible at: https://www.recc.org.uk/scheme/consumer-code
How long does it take?
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.
How much can I claim?
For the arbitration service, the maximum sum that an arbitrator may award you is £25,000.00. This includes any VAT and any amount for distress and inconvenience.
For the adjudication service, the maximum sum that an arbitrator may award you is £50,000.00. This includes any VAT and up to £1,000.00 for distress and inconvenience.
What will I receive from the adjudicator?
The adjudicator will produce a written decision, which will be sent to you and the Code Member. This will set out whether or not the adjudicator agrees that you should be given a remedy by the Code Member with reasons for the outcome reached.
The adjudicator will first send you a Proposed Decision, which both parties will be able to comment on. Following this, the adjudicator will produce a Final Decision.
Please note that the outcome reached by the adjudicator may be different to one made by a court applying strict legal rules and principles.
Cost
Cost
Do I have to pay to use the Service?
Yes, the Service is not free of charge. Therefore, the Consumer, Code Member and RECC will pay for the Service (regardless of the case outcome). Also, any money you spend in putting together your claim you cannot recover through the Service.
The charge to you, the Consumer, is £120 for both arbitration and adjudication services.
Making a decision
Making a decision
What is a Proposed Decision?
A Proposed Decision is a way of giving both parties – the Consumer and the Code Member – a chance to look at and comment on the adjudicator’s decision before it becomes final.
If you think that the adjudicator has misunderstood the facts, has not taken into account a particular piece of evidence, or if you have more information or evidence that might make a difference, then you have 10 working days to let the adjudicator know and to provide any further evidence before the adjudicator makes their Final Decision.
What should I include in my comments on the Proposed Decision?
In your comments, you can tell the adjudicator if you think:
- The adjudicator has misunderstood the facts. You can make comments to highlight where the adjudicator may have got something wrong. For example, you can comment to correct any dates or figures that are incorrect or to explain where a particular point you made has been misunderstood.
- The adjudicator has not taken into account a particular piece of evidence. Even if the adjudicator does not list everything they have seen, they will have read all of the documents provided by you and the Code Member. However, you can highlight any evidence that you feel the adjudicator has not given the appropriate weight to.
- The adjudicator needs additional information or evidence that relates to the claim that they have not had the opportunity to see. You can put forward more evidence on points you have already raised in your case. For example, if the adjudicator says that there is insufficient evidence to support a particular financial loss, you can supply receipts or invoices that prove this loss was incurred.
What happens once the comments on the Proposed Decision have been made?
The comments on the Proposed Decision will be sent to the adjudicator, who will have 5 working days to make any changes they see fit. The adjudicator will then complete their Final Decision, which will be sent to both parties.
If no comments on the Proposed Decision are made, the adjudicator will re-issue the Proposed Decision as the Final Decision.
What happens when I receive the Final Decision?
Once the Final Decision is issued, that finalises the matter and the decision cannot be appealed or reviewed. It will be for you, the Consumer, to choose whether to accept or reject the Final Decision.
Accepting the Final Decision will make it binding on the Code Member, and they will have to do what the adjudicator has directed.
Rejecting the Final Decision means that neither party will have to take any further action.
Electric Vehicle Consumer Code for Home Chargepoints
Electric Vehicle Consumer Code for Home Chargepoints
Complaints relating to the Electric Vehicle Consumer Code for Home Chargepoints
CEDR also manages disputes on behalf of the Renewable Energy Assurance Ltd (“the Code Administrator”) for complaints relating to the Electric Vehicle Consumer Code for Home Chargepoints (“the Code”).
The Code is open to all those businesses active in the electric vehicle and electric vehicle charging installation sectors that have contact with consumers when selling home chargepoints as well as any product connected or linked to the home chargepoint.
The Service has been designed to resolve disputes between Code Members and their consumers. The Service is the final stage of the Code’s dispute resolution process as set out in section 9 of the Code. A copy of the Scheme Rules are located below:
Renewable Adjudication Service Rules - EVCC (July 2023)
(click the icon below to download)
To request an application form please contact the Renewable Energy Consumer Code (RECC)
Independent Arbitration Service for Micro-Business Disputes
Independent Arbitration Service for Micro-Business Disputes
Complaints relating to micro-businesses
CEDR also manages disputes on behalf of the Renewable Energy Assurance Ltd (“the Code Administrator”) for complaints relating to micro-businesses.
The Renewable Energy Consumer Code (“the Code”) is open to all those businesses active in the small-scale renewable energy generating sector that have contact with consumers when selling or leasing heat and power generators as well as any product connected or linked to the energy generator.
For the purposes of this Service a ‘Micro-Business’ is a person, or a corporate or unincorporated body (whether or not having a separate legal personality) who seeks to buy or who has signed a contract for the purchase and installation of an energy generator who (I) has an annual consumption of: (a) electricity of not more than 55,000 kWh; or (b) gas of not more than 200,000 kWh; (II) or has: (a) fewer than 10 employees (or their full-time equivalent); and (b) an annual turnover or annual balance sheet total not exceeding £1.5 million.
The Service is the final stage of the Code’s dispute resolution process.
To request an application form please contact the Renewable Energy Consumer Code (RECC)
The steps you must take before submitting a complaint
Contact the company
Get in touch with RECC
Refer to CEDR for adjudication
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