Alternative Dispute Resolution (ADR)

DGCOS is a Chartered Trading Standards Institute approved Alternative Dispute Resolution Competent Authority, providing free and impartial dispute resolution services for consumers. This means the DGCOS service meets recognised standards for fairness, independence and effectiveness.

All services are provided free of charge to consumers.

ADR Scheme Rules

To learn more about the DGCOS Alternative Dispute Resolution (“ADR”) Scheme Rules, please click here.

What is Alternative Dispute Resolution?

ADR is a process where an independent, third party helps you and your installer resolve disputes and reach a fair outcome.

Our experienced Dispute Resolution Officers will:

• Listen to both sides
• Review the evidence
• Help find a practical and fair solution

ADR methods include

Mediation - discussing solutions to reach agreement
Conciliation – offering suggestions to resolve disputes fairly

ADR can resolve disputes faster, fairer and is less stressful than legal action.

DGCOS ADR Process

Step 1 – Contact the Member

Raise your complaint in writing and allow 14 days for a response

Be clear about:

• What the issue is
• How you would like it resolved

Step 2 – Contact DGCOS
If the issue is not resolved, you can submit your complaint to DGCOS

• Complete our online complaint form
• Email: [email protected]
• Phone: 0345 053 8975
• Or write to us at: Solutions House, Chorley Business & Technology Centre, Euxton Lane, Chorley, PR7 6TE.

Step 3 – Case Review

A DGCOS mediator will:

• Contact both you and the member
• Review the evidence
• Work with both parties to resolve the issue

Step 4 – Outcome

A final decision will be made based on the evidence available

• You will receive a clear explanation of the decision
• Documents will be available on request

If the issue cannot be resolved, you may be able to escalate your case to the Dispute Resolution Ombudsman. This independent service is free of charge and provides a further review. Before taking any court action, the ADR and Ombudsman process should normally be followed, as it provides an opportunity to resolve disputes without legal proceedings.

Consumer Rights and Support

• You do not need legal advice or representation
• You may be represented by a third party
• You can receive a clear written outcome and the grounds for the decision
• DGCOS ensures a fair, reasonable and accessible process

When We May Not be Able to Help

We may not accept a complaint if:

– The member has not had a chance to resolve the issue
– The complaint is frivolous or vexatious
– The matter is (or has been) handled by another ADR scheme or court
– Contract value exceeds £150,000
– Complaint submitted outside of the required period – if the contract was signed outside the period of membership
– Handling the complaint would impair our ability to operate effectively

DGCOS ADR Annual Reports

DGCOS publishes Annual ADR Activity Reports including:

• Types of disputes handled
• ADR methods used
• Case volumes and average timescales

- 2020
- 2021
- 2022
- 2023
- 2024
- 2025
- 2026