Alternative Dispute Resolution

In the event that we are unable to successfully resolve your query, or you are not satisfied with the outcome, you may refer your complaint to Consumer Arbitration. Consumer Arbitration is an Alternative Dispute Resolution scheme, operated by Consumer Dispute Resolution Limited (CDRL), to which Currys subscribes. You will need to refer your case to Consumer Arbitration within 12 months of receiving a final outcome from Currys.

Consumer Arbitration is approved by Chartered Trading Standards Institute (CTSI) to provide dispute resolution services and undertake an independent review of your complaint, pursuant to the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

To proceed with arbitration

Complaints can be raised to Consumer Arbitration in the following ways:

1. Online – via Consumer Arbitration’s online complaint form which can be accessed at www.cdrl.org.uk/consumer-arbitration/

2. In writing by post – in order to accept your complaint, Consumer Arbitration requires you to post it a completed paper complaint form to: Consumer Arbitration 12 – 14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW. This form can be accessed and downloaded via www.cdrl.org.uk/consumer-arbitration/

3. If you require Reasonable Adjustments to assist you in submitting your complaint, pursuant to the Equality Act 2010, Consumer Arbitration is able to discuss your request for assistance via telephone at 0203 540 8063. Consumer Arbitration has a voicemail system set up specifically for calls of this nature so please follow the steps as directed on the automated message.

Please be aware that when submitting your Consumer Arbitration complaint form, this will be your only opportunity to submit any facts or evidence that you consider relevant to your complaint in support of your case.

What happens next?

Once you have submitted your complaint form, Consumer Arbitration will complete an initial assessment of your complaint and refer it to Currys to request our response within 21 days.

What is Arbitration?

Arbitration is a form of alternative dispute resolution carried out in line with the Arbitration Act 1996. It is a cost effective, speedier and a less formal alternative to resolving your dispute through the courts. It is conducted privately based upon written documentation and evidence. An Arbitrator will produce an Arbitral Award, which is the document with the decision that the Arbitrator produces once they have considered all the evidence. Both parties agree to be legally bound by the Arbitrator’s decision, which is enforceable in the courts if either party does not comply with it, subject to any provisions in the rules. Further information on Consumer Arbitration can be found via its website that is cited below.

Should you have any questions, Consumer Arbitration has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm, and is on hand to provide information and assistance to consumers who require information about its complaint handling process. This can be accessed at www.support.cdrl.org.uk.