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    Vinted Mediation Scheme

    Duration: 20 - 25 days working days from appointment of a Mediator
    Cost: There is no fee by a user to register a case

    Submit Application
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    About the Vinted Mediation Scheme

    The Scheme provides an informal and independent way of mediating disputes between Vinted Platform Limited (Vinted) and certain Users by way of a voluntary, non-binding adjudication process (Mediation).

    The Scheme can be used to settle an unresolved dispute between the User and Vinted provided that all of the following conditions are satisfied:

    • The User must have their residence in the UK; and

    • The User must have used www.vinted.co.uk or the UK Vinted app; and

    • The User must have exhausted Vinted’s appeal process or be in the situation where the issue they submitted to Vinted’s support services has been closed and the User remains dissatisfied with the resolution provided.

    What we can do

    Under this scheme, we conduct non-binding adjudication (mediation). This method of alternative dispute resolution is an informal and independent way of mediating disputes between Vinted Platform Limited and Users of the Vinted app or Users of www.vinted.co.uk

    How we do it

    Once we have received your completed application form and any supporting documents, we will conduct an initial assessment to determine whether your application is eligible. Please note that it is your responsibility to provide us with any documentation you have received, even if previously provided to Vinted. Once our initial assessment is complete and the application has been accepted, it will be sent to Vinted for them to provide a response.

    Once the response is received, the case is then assigned to a Mediator. The Mediator will then issue a non-binding adjudication to both parties. Please note that the recommendation(s) made by the Mediator in their decision will be non-binding. The implementation of any recommendation(s) made by the Mediator will be at the sole discretion of Vinted.

    We wish to advise that whilst we can accept applications and information in other languages, we will be responding to you in English. However, we are able to issue the Mediator’s decision in a language of your choice as well as in English. So if you require this, please let us know.

    Downloads

    You must take the following steps before submitting an application.
    1

    Step 1

    Raise your complaint with Vinted in the first instance. The company will try and resolve your complaint to your satisfaction. This may take several weeks but you must allow them sufficient time to assess your complaint and provide a final response.

    2

    Step 2

    If you and Vinted are unable to find a mutually acceptable resolution to the complaint, Vinted will issue you with a final response and signpost you to us. This correspondence will tell you that Vinted is unable to take your complaint any further and that redress is available elsewhere.

    3

    Step 3

    Please complete our application form and provide any supporting evidence. Please note that it is your responsibility to provide us with ay documentation you have that you consider is relevant to your claim, even if you have previously provided it to Vinted. CEDR will assess the case and if eligible, Vinted will then respond. After their response, we will then appoint a Mediator to issue a non-binding written decision. Once a decision has been issued, the matter is closed with no further appeals or review available.

    Ready to submit an application?
    Submit Application

    FAQs

    How long does it take?

    Once the complete case file is received (including your application, supporting evidence and Vinted’s response) the Mediator will aim to issue a decision within 20 to 25 working days. The Mediator may sometimes require a longer period of time.

    How do I apply

    Once you have completed the Vinted complaints process, please click on the ‘Submit Application’ button to commence our process.

    If you would rather not use the online form, you can apply using our Adobe PDF form available in the Downloads section. If you do use the Adobe form then you must save the completed form onto your device and email it to applications@cedr.com 

    Can I speak to CEDR or the Mediator directly?

    No, you are unable to speak to CEDR or the Mediator as this process is done in writing only. If the Mediator requires further information from either party, then CEDR will contact the relevant party directly via email.
     

    What is Alternative Dispute Resolution (ADR)?

    ADR can be a swifter and cheaper alternative to court action to getting your claim resolved. However, if you choose ADR and are not happy with the outcome, then you may decide to pursue your claim through the courts afterwards.

    Do I need to pay a fee to register a case?

    No, there is no fee by a User to register a case.

    Can I appeal the decision?

    No, once a decision is issued (with recommendations or no recommendations) it is final and not subject to any appeal or review.

    By coming to CEDR you are appealing Vinted’s response to your complaint. Therefore, once a decision is issued, if the parties remain dissatisfied, they can continue their complaint in another forum.

    Submit Application