Independent Arbitration is available under a dedicated scheme operated by the Centre for Effective Dispute Resolution (CEDR). An independent Dispute Resolution Body approved by the Chartered Trading Standards Institute.
In order to refer a case to ADR the steps are as follows:
- CIGA issues a final decision on your case
- If you are unhappy with the outcome then you have 12 months from the dated letter outlining CIGA’s findings to refer the matter to ADR.
- In order to refer the matter you must request an Application form from CIGA and submit the completed form to CEDR together with a fee £100 plus VAT and supporting documents including:
- the nature and basis of the concern;
- the nature and extent of any remedy sought if known;
- supporting documents relied on as evidence;
- confirmation that all reasonable efforts have been made to resolve the dispute through the registered installer’s complaints procedure;
- confirmation that the dispute has been escalated to CIGA and remains unresolved or that CIGA has issued a deadlock letter.
- CEDR have 2 to 15 working days to check that the case is eligible for referral and to advise all parties that an application has been received, including the Application and any evidence provided.
- The installer or CIGA then have 15 working days to submit a defence or confirm that the case has been settled.
- A copy of the defence will then be sent to you and you have 10 working days to comment.
- The case will then be referred to an arbitrator, who has 20 working days to reach a final decision on an award, which may for example require:
- The registered installer to issue an apology to the customer;
- The registered installer to complete specified works to rectify a defect in the materials or workmanship or damage that directly results from a defect;
- The registered installer to pay a nominal sum (capped at a maximum of £100.00) to recognise a poor standard of customer service.
- The registered installer to reimburse the arbitration fee to the customer.
- The customer to pay any outstanding amounts to the registered installer.
- The parties have 20 working days to comply with the terms of any award.
Arbitration Guidance Notes
CEDR Consumer Page
Independent Arbitration Customers Service Rules
Please note – Applications are only valid when the reporting procedure has been followed. Applications made before these steps have been taken will not be processed.
CEDR can be contacted at:
Centre for Effective Dispute Resolution
70 Fleet Street
Telephone: 020 7520 3800
Fax: 0845 1308 117
Textphone: 020 7520 3767