Independent Arbitration – Dispute Process

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.

Useful links

Arbitration Guidance Notes

Arbitration Application Form

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
United Kingdom

Telephone: 020 7520 3800
Fax: 0845 1308 117
Textphone: 020 7520 3767