Resolving consumer disputes—the changing landscape of ADR

Table of contents

• What process do consumers and businesses need to follow and what, in particular, do businesses need to be aware of?
• What is the government and industry doing to promote ADR?
• What has been the take up to date in the industry given that ADR is not obligatory?
• Do customers understand what ADR is?
• Do you think that the creation of numerous ombudsmen, ie ADR approved bodies will be confusing for customers?
• To what extent are such ombudsmen sharing best practice among each other?
• How will ADR work in practice?
• How successful have similar schemes been in the past?

Article summary

Commercial analysis: What has been the impact of the increased role for alternative dispute resolution (ADR) in consumer disputes? Kerry Gwyther, commercial partner at TLT Solicitors, considers the regulatory changes designed to encourage the use of ADR and their effect on businesses and consumers.