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Useful documentation

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Video guides

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Policy Documents &
Process Guides

Our Policy Documents set out guidelines for what consumers can expect from us. Our Process Guides help assist you with your complaint. You can also find these by selecting a scheme in the drop-down menu above.

Guidance for Adjudication

PDF /

Guidance for Arbitration

PDF /

Governance and Funding

PDF /

Conflicts of Interest Policy 2019

PDF /

Independent Reviewer Terms of Reference

PDF /

Guidance for Conciliation

PDF /

Reasonable Adjustments Policy

PDF /

Unacceptable Behaviour Policy

PDF /

CEDR Casework Competency Framework

PDF /

How to complain to your Provider

PDF /

How to make an effective claim to CEDR

PDF /

Service Standard Framework

PDF /

Alternative Dispute Resolution Methods

What is Conciliation?

Conciliation is an informal process for settling disputes through direct negotiations. A conciliator contacts the parties directly, usually by telephone, to attempt to encourage a negotiated settlement between them. The conciliator allows the parties to reach their own resolution to a dispute, although the conciliator has the power to recommend a particular solution in the event that the parties are unable to reach one themselves. Any settlement reached through conciliation will become binding as a contractual agreement once both parties sign a copy of it.

What is Adjudication?

Adjudication is a process by which an adjudicator, who is usually legally trained, weighs up the documents and evidence provided by the customer and the company in order to reach a decision. The adjudicator will take into account the law relevant to the subject matter of the dispute at hand. The adjudicator’s decision is binding upon both parties* if the customer chooses to accept it. If the customer chooses not to accept the decision, it will have no binding effect on either party.

What is Arbitration?

Arbitration is a legal process carried out in line with the Arbitration Act 1996 by which a third party arbitrator determines the outcome of a dispute. The arbitrator has wide discretion to determine the way in which the case will run. The arbitrator’s award is binding on both parties upon its publication, and it can be enforced directly in the courts in the event that either party does not comply with it.

What is Complaint Review?

CEDR provides an independent reviewing service for a number of government regulators. This involves carrying out reviews into the way in which organisations have handled complaints referred to them by their users or interested parties. The Reviewer will issue a written report of their findings.

How CEDR works

CEDR Casework Competency Framework

In delivering its consumer dispute resolution services across a wide range of industries and sectors, CEDR seeks to adhere to, and where possible build upon, the competencies set out in the Ombudsman Association’s Caseworker Competency Framework, which was created in 2018. The document sets out what is considered to be good practice in the way in which caseworkers interact with others and make decisions. A copy of the policy is located under the downloads section on the left.

Application process

How do I submit an application?

During the course of accessing our services you may need to send us files which include documentation, pictures or videos. Please note the following when sending data:

  • The maximum file size we can receive by email is 7MB.
  • You may wish to compress the file to reduce the size or split into smaller emails.
  • You are also able to send files via Egress

You may wish to send us information via USB drive or CD. You can do this by posting the USB or CD to CEDR, Consumer Complaints, 100 St. Paul's Churchyard, London, EC4M 8BU. We will return to the address provided via signed for delivery. Unfortunately, we are unable to accept any other type of hard storage (for example Dictaphones).

Application Forms

You can find unique application forms on each Scheme page. Please fill these in and submit through the relevant Scheme page.

Find a Scheme

Data Request

Subject Access Request

The Centre for Effective Dispute Resolution (CEDR) is registered under the Data Protection Act 2018.

CEDR is covered under the General Data Protection Regulation (GDPR).

Under current data protection laws, you're entitled to ask us for a copy of all the personal data we hold about you. This is known as a subject access request. A subject access request doesn't give you the right to access specific documents or an entire file. Instead, it entitles you to your 'personal data' in a clear and permanent form, as well as other supplementary information.

More information about subject access request.

When you make a subject access request, please let us know exactly what information you're looking for to ensure we provide you with the relevant information. Personal data covers information about you - for example, your name, date of birth, complaint file details and phone conversations with us. We have 30 days to comply with your request.

Since May 2018 there is no longer an applicable fee to comply with a subject access request (in most cases). However, when the request is manifestly unfounded or excessive, the ICO says we may charge a reasonable fee for the administrative costs of complying with the request. We are also allowed to charge a reasonable fee if an individual requests further copies of their data following a request.

Please email complaints@cedr.com if you wish to raise a subject access request.

Important Notice: Please note that CEDR only keeps copies of call recordings for a 3 to 6 month period only. Email correspondence is also only stored for a period of 3 to 6 months from case conclusion. Furthermore, we do not keep copies of generic system generated emails, but can provide you with the template text, if requested.

Additional Support

Financial support

Please see useful support links below.

Citizens Advice

Crisis

Money Advice Trust

Step Change Debt Charity

Mental Health, Bereavement and Illness

Please see useful support links below.

Age UK

Alzheimer’s UK

Cruse Bereavement Support

Gingerbread

Macmillan

Mind

Samaritans

Reasonable Adjustments


CEDR has a Reasonable Adjustments Policy and tries to accommodate reasonable requests. However, not all requests can be accommodated.

Requests that can be accommodated include: allowing users more time, video conferencing calls, contact over the phone/post/email, correspondence in different sizes and formats.

Requests that cannot be accommodated include: Case Officers  showing their face on video conferencing calls. However, they are able to share documents on the screen with you during the call.

General

Complaints about CEDR

If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaint Form below. Please note that adjudicator decisions are out of scope and are unable to be reviewed or appealed. Also, if a customer or subscribing company wish to bring a complaint about CEDR, they must pay their own costs of preparing the complaint.

Please note that if you require a reasonable adjustment, a member of the team can take your complaint over the phone.

Complaints Procedure

Complaint Form

Independent Reviewers Terms of Reference

Goodwill Payments Guide to Complaints

Using Artificial Intelligence (AI)

Useful prompts for Artificial Intelligence (AI) to help with your complaint

As we are seeing an increase in the use of AI contact, we have created the below as a tool to assist users.

You should remove any personal information that could identify you and use placeholders instead while you are drafting the complaint, such as “[the company agent]” or “[my representative]”. You can then add your personal details directly to the complaint form later on, without having to share it with the AI tool.

Prompt Suggestion 1

I need to clearly explain what happened on [date] when [describe the situation]. Here are the details: [provide all the facts and circumstances]. Help me organise these into a clear structure that shows what happened first, second, third and so on.

Prompt Suggestion 2

I need help organising this information about what the company did wrong: [list all the specific issues]. Please help me put this into clear sentences. Focus on the facts of what actually happened and do not make any assumptions.

Prompt Suggestion 3

Help me describe what happened in simple, clear language: [describe each issue in detail, including who was involved, what they said or did, and when it happened]. Help me express this clearly while keeping it in my own voice.

Prompt Suggestion 4

Help me explain how this affected my daily life and how it made me feel. Here's what happened to me: [describe specific impacts on your finances and/or emotions. Explain how long problems lasted, what this meant for you and any on-going effects]. Make sure each impact is connected to what went wrong.

Prompt Suggestion 5

Rewrite the text below as a clear, polite complaint. Use only the information I have provided. Do not add or invent new facts. Be concise and professional, but not too formal. Include a closing paragraph suggesting how I would like the complaint to be resolved.

AI Use Checklist

1. Read It Like a Human, Not a Printer

  • Have you read the whole response provided by AI?

  • Does it clearly explain your actual issue, not a nearby one?

  • Is anything vague, generic, or padded out unnecessarily?


2. Sense-Check the Logic

  • Does the conclusion follow from the facts given?

  • Are there assumptions that don’t apply to your situation?

  • Would this still sound right if you said it out loud to a friend or family member?


3. Make Sure It Reflects Your Issue

  • Did you ask the AI to succinctly summarise your problem back to you

  • Does the output match the facts, dates, parties, and problems?

  • If it’s advice you’ve asked for: is it tailored, or just generic best practice?


4. Watch for Fake Precision (Especially Legal/Regulatory)

  • Are specific laws, regulations, or duties named?

    • If yes, verify them by searching the references individually. Check their meaning. Make sure that they are relevant and apply to your circumstances.

  • Is it using impressive-sounding phrases without substance?

    • Search any terms you don’t recognise and check they mean what they should.

  • Remember that adjudicators are legally trained – they will know what laws/regulations/duties apply to your situation, only highlight actual relevant stuff here.


5. Cut the Fluff

  • Can you delete 50–80% without losing meaning?

  • Are there buzzwords instead of words you understand and feel reflect your issues?

  • Is it getting to the point or just adding information to sound smart?


6. Use AI as Drafting, Not Authority

  • Treat it like a junior assistant, not an expert witness/lawyer

  • You own the final wording and should make sure it reflects your thoughts

  • Ask a friend or family member to review it, to make sure it makes sense


8. Iterate, Don’t Settle

  • Ask: “Summarise my problem in a few bullet points.”

  • Ask: “What assumptions are you making here?”

  • Ask: “What would a sceptic challenge in this answer?”


9. Stay Outcome-Focused

  • Does this help you explain your problem, or just sound clever?

  • Is it describing your specific situation, or only describing the topic?

  • Does it explain properly what you want as a resolution?

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CEDR can provide dispute resolution services for businesses in most sectors.

  • Fast, and cost effective solutions
  • Provided at a sustainable cost
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