How to complain - for domestic consumers

Information on our dispute resolution process

Please click on the following link to download information on our dispute resolution process. It is important that consumers read this document before they register a complaint with RECC.

RECC's dispute resolution process

If a consumer is not satisfied with how a RECC member has handled their complaint, and the complaint is about issues linked to the Consumer Code, they should direct it to the scheme administrator by filling in a complaints registration form online here. We also accept complaints by post. Please download the Complaints Registration Form here, complete it and return it to us at: RECC Dispute Resolution Team, 80 Strand London WC2R 0DT.

Alternatively, please contact our office to request a hard copy version which can be posted. We process Complaint Registration Forms within 3 working days of receipt. We accept complaints in English only. We accept domestic and cross border complaints from consumers or complainants acting on their behalf.

Consumers should also read through the Important Information which sets out the types of complaints that RECC can deal with.

If you are a UK consumer with a dispute with a trader based in a different EU country there is a special service offering advice and support, the UK European Consumer Centre (UK ECC), hosted by the Chartered Trading Standards Institute.

RECC is a Certified Entity under the European Alternative Dispute Resolution (ADR) Directive. You can find a list of certified ADR entities published on the European Commission website.

RECC's Annual ADR Report (11 June 2017 - 10 June 2018) can be found here.

Conflict of Interest

When handling complaints through our dispute resolution process, our Caseworkers are expected to uphold principles of independence, professionalism and impartiality towards the parties to a dispute at all times throughout the dispute resolution process. However, there may be cases where these principles are compromised due to an actual or potential conflict of interest between a Caseworker and either party of the complaint or their representatives. RECC has a Conflict of Interest Policy and Procedure which sets out our process for dealing with this. Full details can be found in the Appendix of RECC’s Dispute Resolution Process document.