Posted: 6 July, 2023. Written by Ian
On 3 July REAL launched the Renewable Adjudication Service. This now forms the second stage of the RECC Dispute Resolution Process, replacing the independent arbitration service. The Service is provided for us by the Centre for Effective Dispute Resolution (CEDR). This is how it works:
If a consumer registers a complaint about you we will do our best to work with you and them to mediate a resolution that you are both happy with. If a resolution hasn’t been possible the consumer has the right to refer the complaint to the Renewable Adjudication Service.
A trained Adjudicator will consider all the evidence submitted by you and the consumer and draft a decision. You will both have the chance to see and comment on a preliminary decision. Once the decision is final, the consumer can decide whether to accept it. If they do, the decision should be implemented as quickly as possible. If they do not, you can still pursue the matter through the courts. In such circumstances the decision would have to be made available to the judge who would take it into account as part of the evidence.
We have updated the Code and the Bye-Laws as well as the guidance for consumers and members to reflect these changes. You can find more details about the Renewable Adjudication Service on the RECC website here .