Consumer Dispute Resolution Avis 

Like some of the people below, I would have given 0 given the choice. It's just a paper/propaganda exercise to make customers think they will receive some recourse. Website is badly designed, particularly as they also ask for feedback before anything has even taken off. It causes confusion as to whether they mean feedback on their website or feedback on the, so called, 'service'. Lesson learnt. Amazed that something hasn't been done considering the appalling feedback scores.

Totally hopeless! Zero communication! Now 3 weeks overdue from coming to a decision and almost impossible to get intouch with anyone and have an update!

This company claims to adjudicate complaints within 90 days. I lodged a complaint (by post) against Ryanair back in January 2023. On 7 March 2023 CDRL acknowledged receipt of my complaint, by post. On 27 August they sent me an SMS message saying that there was a message for me on their website. There is no way for me to access this message as I don't have any online account with them. Their phone lines are supposedly manned on Tuesdays and Thursdays. I have called repeatedly, over many weeks, to try to speak to someone - in vain. No-one answers their phones. I sent an email. No-one responds. This is just ridiculous. Utterly Kafkaesque. Part of post-Brexit broken Britain, I guess.

I have logged a complaint about Flogas as I have been wrongly charged by them and I’m 100% sure that this is the case. I was advised by Flogas that this is the body that I have to use …
So… I’ve given 3 stars as Im really not sure of how genuine this is, reading the reviews from others I’m not sure yet so I will update as my complaint go on…

My faith in humanity is restored! Thank you CDRL.
After months of fruitless communication with Currys we have finally been able to draw a line under the whole nightmare. It’s taken 8 months but finally CDRL found in our favour.
A slightly longer process than we were expecting but nonetheless we are so happy with the outcome.

Have only given them 1 star because zero isn’t an option. I was denied boarding my Ryanair flight at Bristol airport and the flight ended up being cancelled. My claim for compensation was rejected and they adjudicated in favour of the airline on the grounds that I had been given more than 14 days notice of the cancellation! Huh?? Seems Ryanair can advise you of a flight cancellation before you even buy the ticket. What a scam, wouldn’t bother with this lot if I were you.

Waste of time - they will make you submit all the evidence and then ignore it, supporting the retailer (Ikea in my case)

E.on Boiler Installation":-
I spent several hours writing a 3 page document to CDRL detailing all the issues from having no Heating nor Hot Water for 3 months during last winter - on an installation I was told would take 1 to 2 days during the first week in January. It was finally installed on 28th March 2023.
ONLY communication I ever received from CDRL was:
" Our process and involvement in your complaint has come to an end. Your case has been closed."
You can ONLY " CONTACT " CDRL on Tuesday and Thursday between 10am - 2pm.
" CONTACT " solely being where you leave your name and CASE NUMBER.
You never speak to anyone - and they never write to you. Don't waste your time writing " War & Peace " to CDRL detailing your complaint.
NB. CDRL make impossible to submit a complaint
about their own " organisation."

Even when l presented all of the factual information and evidence regarding the supplier and how l was failed as a long standing customer. They still informed me that l had lost the case. I have been educated well, but the terminology that they used for the final determination letter required a lawyer to explain the outcome. CRDL are a waste of time and effort. Money talks, unless you have as much money to fight these fraudulent energy companies. CRDL is not prepared to challenge them on the complaints behalf.
If in the future l was presented with a problem l certainly would not be approaching them for anything because to say 'Help' is definitely an Overstatement

How does anyone actually get through to CDRL this company never answers any communucation, i need to recall my data before contacting the ico for their refusal to reply ?????

Do not use them!!

It's quite clear from their outcome that they side with the company even with clear evidence and proof that supports claimants.

I have had a 12 month battle with Carpet Right over flooring and carpet installed. The product was not satisfactory at all, had it replaced - the issue continued and rather than responding and resolving they started to ignore my emails and calls. They push you towards CDRL because they're aware the outcome will favour them.

I submitted pages of emails, photos, detailed timeline etc. Carpet Right responded with 4 lines - first red flag. They ignored all the evidence and simply stated "fitters are independent to us" which is a lie. They provide the fitters - the customers has no say in this matter! Even so, I had two different fitters replace the same product and the fault still occurred. I had a fitter assess my floor - no problems. All of this was in the evidence but I was awarded nothing. I requested two outcomes;

1. Financial compensation
2. A manufacturer come and review the products to assess why it keeps happening.

Both denied. Absolute joke. What's even more worrying is that contradictions within the award.

The grounds on rejecting the claim that the product is faulty is because "lack of substantive evidence". I provided photos of the issues for both carpet and flooring plus emails to Carpet Right as soon as the issue occurred for the second time. I sent images of the freyed carpet only to be told "some close ups of the carpet were submitted". What more evidence do they want?? It's on me as a consumer to prove fault in the product which I clearly did but it wasn't enough for this particular Arbitrator. He then cited that fault of a product within 6 months can be assumed that it was faulty to begin with - I highlighted this within 30 days but then goes on to say I have to prove it?! Images, emails not enough..??

What's more shocking is they reached out to Carpet Right to seek further evidence and Carpet Right ignored the request and they still sided with them?!! Also, I submitted over 40 pages of evidence, if anything was unclear then why wasn't I contacted aswell?

Made a complaint about how this has been handled as I'm not expecting appeal to be overturned but I won't hold my breath for a response.

Shocking to say the least. I empathise with anyone who has had to go through this process. Seeing all the negative reviews I'm surprised they're not held accountable or audited.

Seek legal advice outside of CDRL if you want a fair outcome.

As someone who works in a complaints department I feel it is my responsibility to make sure I cover all points the customer has raised when making a complaint. This has not been the case whilst using this service, half of my complaint wasn't even acknowledged! Stop using language that not everyone understands, it doesn't make you smart, it makes it difficult for consumers like myself to understand and in reality all you are doing is coming off as rude.

The worst part of it all, is the clear copying and pasting that goes into each letter, take out the long winded words and make a real point !

Lets not start on time scales haha what a joke never seen anything like it !

Now how do I put a complaint in about your service? because that certainly needs a full investigation.

If I could have given 0 stars I would have :)

This Company is a complte Farce , as are the Companies who insist on referring you to it, they are completely Biased in favour of the Companies who refer you to it for very obvioyus reasons Waited 6 months for my result to be told my complaint had failed . Read this for my reply from them
" Whilst I acknowledge the Claimant’s comments that the technician
is not independent, I am satisfied that the Respondent has
provided sufficient evidence to demonstrate that the technician is independent. "
DO NOT LET YOURSELF BE SUCKERED INTO USING THIS COMPANY , THEY DO NOT ACT IN THE BEST INTERESTS OF THE CONSUMER, ONLY THE SELLER, WHICH IS WHY THE SELLER ALWAYS TRIES TO REFER YOU TO THEM .

CDRL unprofessional organisation, sending me intimidating untrue letters: 'I have to go to the high court to appeal there decision' and dismissed my reputable witness observation written accounts, as lies just like Currys have. In reality I am a very professional woman who can take Currys to a small claims court and win as my witness statements hold weight. Unfortunately the entire 8 months with Currys and CDRL is a scam, especially as Currys pay CDRL's bill. Time wasters and liars. Pay £250 and take them to court.

As most reviews have stated, CDRL have sided with Curry's PC World. Techscheme issue before Xmas, false information given by Curry's staff, funds taken - no goods received. Used own credit card, said I would get this refunded as per staff in-store. Found this not to be the case, complaint raised, deadlock received, CDRL complaint logged, Curry's offered refund plus 10%, I'm wasn't happy with this as they didn't admit guilt or or wasting my time, CDRL now have found this to be reasonable, Arbritrator findings very poorly written and not balanced.

PLEASE DO NOT USE CDRL OR CURRYS.

SHAMBLES.

Terrible communications. No use at all.

Web site poorly designed and almost impossible to navigate.
Phone lines open a few hours Tuesday and Thursday.
When "open" nobody answers anyway.
Problem tickets can be raised by they don't respond.

I got nowhere complaining direct with Easyjet/Tui but in the end a TUI rep recomended Aviation adr/CDRL. i put so much effort into providing them with details such as receipts, LOA documents, flight details, etc but it has all been a waste of time. Their system is so complicated to use and if you try ringing them for help or advice no one answers. Out going mails appeared to be lost in Spam folders without me knowing so deadlines were missed. They had all my phone details and no one called to speak to me. They just want to hide behind their faceless complicated software. Do not use.

I had already been awarded compensation by the ADR but had not received it so 12 weeks later I contacted this company. I have left several messages but still not received a reply in 4 weeks. My friend who was on the same flight as me and in the exact same position, logged a ticket with this company and received her compensation the same day!
So her review would be 5* however mine is definitely 1* and only because I can't score them a 0

A total waste of time I had a case against Ikea, I have been waiting for the so called adjudicator since the 31 January 2023 .I don't think this organisation is fit for purpose and does not do anything , you probably need a mediation service to police the mediator.

Can only echo 93% of reviews - total waste of time, paid for by retailers and presided over by some pompous idiot Sir Somebodyorother. It is a trade body, set up to support retailers, do not think for one minute it will support customers - you will be disappointed. Government should step in and close this immoral organisation. All retailers have to do is lie or distort the facts and get a determination in their favour. You have no right of appeal.