In line with the Consumer Rights Act 2015 and related legislation, we are required to inform our customers about our Alternative Dispute Resolution (ADR) process in the event that we are unable to settle a complaint.
The Alternative Dispute Resolution for consumer disputes (Competent Authorities and information) regulations 2015 requires us to advise customers, at the point where no further negotiation is possible, of an ‘Alternative Dispute Resolution’ organisation for your complaint. In our case this is Ombudsman Service.
However, as Transport Focus already provides a mediation service for customers in the rail industry, we do not make use of the ADR process, and correspondence to the Consumer Ombudsman will be redirected to Transport Focus.
As an online retailer, we are also required to provide you with the European Commission’s ODR Platform.