- Project plans
- Project activities
- Legislation and standards
- Industry context
- Specialist wikis
Last edited 09 Nov 2021
Consumer rights act 2015
A European Union Directive on consumer alternative dispute resolution (ADR) was published in July 2013. The principal obligation imposed on member states was to ensure that ADR, provided by a certified body, is available (although not mandatory) for disputes between a consumer and a business.
On 1 October 2015 the Consumer Rights Act came into force. This introduced a wide range of provisions intended to clarify and simplify consumer rights, including; clarification of rights when goods or digital content are faulty, rights when services are different from those agreed, and unfair contract terms. It also included provisions allowing businesses that sell directly to consumers to use alternative dispute resolution procedures to deal with disputes.
ADR allows disputes which parties cannot resolve themselves to be resolved without full court proceedings. ADR procedures can allow resolution more quickly, more amicably and at a lower cost. Procedures include arbitration, adjudication, mediation and so on. ADR has been mandated for some sectors for a number of years, for example construction contracts. See Alternative dispute resolution for more information.
Under the new Act businesses in sectors that are required to provide ADR, or that have voluntarily decided to adopt it, must provide consumers with details of their ADR provider on their website and, if applicable, in the terms and conditions of sales or service contracts. If they become involved in an unresolved dispute with a consumer they will have to tell the consumer that they cannot settle the dispute, whether they are prepared to deal with the dispute under ADR procedures and who the certified ADR provider is.
If they are not within a regulated sector, businesses will still not have to adopt ADR procedures. Business to business disputes are not covered by the Act, nor are disputes initiated by a business against a consumer.
- Alternative dispute resolution legislation.
- Alternative dispute resolution.
- Competition and Markets Authority CMA.
- Consumer contract.
- Consumer Contracts Regulations.
- Consumer Council for Water CCWater.
- Consumer Protection from Unfair Trading Regulations 2008 CPRs.
- Cooling off period.
- Dispute resolution boards.
- Green Claims Code.
- Housing Grants, Construction and Regeneration Act.
- Scheme for Construction Contracts.
- Third party opinion and fixed-fee mediation procedures.
Featured articles and news
The last few days, but action needed over the next decade.
80 construction leaders and companies from across the UK.
Promoting the importance of building and fire safety.
A brief run through essential training tips from a user.
A comprehensive guide from a Cohesive BIM wiki user.
From the basics to the future from our Cohesive BIM wiki.
As electrical sector feels skills shortage bite.
CIOB Academy’s course take-up inked to external factors.
Q and A with self-representing artist, Hannah Shergold.
And publishes three-year strategic plan.
Introducing changes to make it more effective from 2024.
Shortlist announced for 2023 public choice award vote.
The last of the Victorians. Book review.
An exotic name that is shrouded in mystery.
From practice to research and the business of materials.