How to complain - for domestic consumers

Information on our dispute resolution process

RECC is a CTSI approved Alternative Dispute Resolution provider 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 2019 – 10 June 2020) can be found here. RECC's ADR Two Yearly Report (2017-2019) can be found here.

We have 6 ADR Officials, 3 of whom are based in the office and 3 who work externally. The team consists of 1 Head of Dispute Resolution and 5 Dispute Resolution Caseworkers. The Head of Dispute Resolution and 2 Caseworkers are employed on a permanent basis, and the 3 external Caseworkers are appointed on a contractual basis. All Officials were appointed after a diligent application and interview process to assess their competency. Please click on the following link below to download information on our dispute resolution process. It is important that consumers read this document before they register a complaint with RECC. Consumers should also read through the Important Information which sets out the types of complaints that RECC can deal with.

We accept complaints in English only. We accept domestic and cross border complaints from consumers or complainants acting on their behalf.

We have prepared a dispute resolution process flowchart for a visual overview. More details can be found in the main document below.

RECC's dispute resolution process

Registering a complaint online

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.

Registering a complaint by post

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, Brettenham House, 2-19 Lancaster Place, London WC2E 7EN.

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.

If the trader is based in a different EU country

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. You can also find information about the European Online Dispute Resolution (ODR) platform here.

Conflict of Interest Policy

When handling complaints through our dispute resolution process, our Dispute Resolution 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.

Chartered Trading Standards Institute