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Comms ADR
Comms ADR
Experienced in Communication Dispute Resolution
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  • Home
  • About Us
    • About us
    • What to do before you come to us
    • Complaints We Can Deal With
    • CommsADR Members
    • After Our Decision
    • Complaining About CommsADR
    • Scheme Rules
  • Submit New Complaint
    • Make an Online Complaint
    • Download a Paper Complaint Form
    • Representative authority form
  • Dashboard Login
  • Contact Us

The Process

Step 1 (Initial Assessment)

  • The complaint is reviewed and a decision made if it falls within scope, in accordance with 1.1 of the Scheme Rules
  • In the event that a complaint cannot be accepted, the complainant will be notified of this within three weeks.

Step 2

  • The complaint is passed to the service provider, which then has up to 28 days to confirm that it either wishes to defend or settle the complaint.
  • If the service provider agrees to settle the complaint, the service provider has 28 days to implement the agreed remedy (such as pay compensation).
  • If the service provider elects to defend the complaint, the complainant will be given 7 calendar days to provide any comment on the defence, if it raises any new information or evidence that was not provided in the Deadlock Letter (Consumer Response).

Step 3

  • Following the Consumer Response, CommsADR will notify the parties that it has a ‘Complete Complaint File’. From this stage, no further information or evidence may be submitted by either party, unless the Chief Adjudicator of CommsADR authorises such submission.

Step 4

  • At this stage, the complaint is dealt with by the Adjudicator’s office where a determination is made in writing. Determinations are produced within 90 calendar days of the announcement of the Complete Complaint File. If the complaint is highly complex, CommsADR may extend the 90 day period, but must advise both parties of the additional time needed to make the Determination.

Please note:

Oral hearings (ie: face to face meetings or tele-conferences) will only take place if both parties agree.

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© 2019 CommsADR is a trading name of Consumer Dispute Resolution Ltd (Company No. 09189773 England and Wales) Unit 12 Walker Avenue, Wolverton Mill, Milton Keynes, Buckinghamshire, England, MK12 5TW