Skip to Content

Alternative dispute resolution

Alternative dispute resolution for consumer complaints in Ireland

Alternative dispute resolution (ADR) can help you resolve a complaint with a business. If you have complained to a business about a product or service and the issue has not been resolved, you may be able to use alternative dispute resolution (ADR) to help you.

The Competition and Consumer Protection Commission (CCPC) is not and ADR body, however we are responsible for authorising ADR bodies in Ireland. The authorised ADR organisations are listed below. You can raise your complaint with one of these organisations.

Authorised ADR bodies in Ireland must meet strict criteria to ensure they handle consumer complaints effectively, independently and transparently.

How does the alternative dispute resolution process work?

ADR works by allowing a neutral third party to help you and the business reach a solution. It is usually faster, simpler and less expensive than taking a case to court. ADR organisations usually use the following processes to help you reach a solution with the business you have an issue with:

  • Mediation: Mediation is when an independent body (called a mediator) helps both sides talk through a dispute. The mediator doesn’t take sides or make decisions. Instead, they help the parties find a solution they both agree on. Mediation is confidential and can be quicker and less stressful than going to court. ADR bodies can act as a mediator between you and the business.
  • Conciliation: Conciliation is also voluntary and involves an independent body (called a conciliator) who helps both sides resolve a dispute. Unlike mediation, the conciliator may suggest possible solutions. The goal is still for both sides to agree on an outcome without going to court.
  • Arbitration: Arbitration is a more formal process where both sides present their case to an independent body (called an arbitrator). The arbitrator listens to both sides and makes a decision. That decision is usually legally binding, meaning both sides must follow it. Arbitration is often used when other ADR methods haven’t worked.

What ADR bodies are available in Ireland?

The below list shows the bodies are that authorised to provide ADR services and the areas they work in:

  • Financial Services and Pensions Ombudsman (Financial Services and Pensions Ombudsman (FSPO) – for issues with banks, insurance companies, credit unions, investment firms, financial services providers and pensions
  • Commission for Regulation of Utilities (CRU) – for issues with your gas, electricity or water supplier
  • Royal Institute of the Architects of Ireland (RIAI) – for issues with construction projects, renovations, and issues with architects
  • NetNeutrals EU Ltd (EU Net Neutrals) – for issues with online purchases, airline and flight issues, disputes about purchasing a motor vehicle and warranties for motor vehicles, issues with new home construction and warranties for a new home
  • Commission for Communications Regulation (ComReg) – for issues with your phone, broadband or postal service

You can also read the legal notices that set out the powers of each authorised ADR body.

How do you raise a complaint with an ADR body?

Most ADR bodies have an online complaint form on their website. Once you submit your complaint, a written procedure will follow. This means the ADR body will contact both you and the business involved, invite written submissions and assess the case based on the information provided. The aim is to resolve the issue without going to court, using a fair and independent process that meets EU standards.

How does the written procedure work in the alternative dispute resolution process?

  • Initial contact: The ADR body confirms receipt of your complaint and checks that it falls within their remit.
  • Written submissions: Both you and the business are invited to submit written statements and any supporting documents.
  • Review and assessment: The ADR body reviews all submissions and may ask for further clarification if needed.
  • Decision or proposal: Depending on the type of ADR used:
    • Mediation or conciliation: The ADR body may propose a solution, but it is not legally binding unless both parties agree.
    • Arbitration: The ADR body issues a legally binding decision that both parties must follow, unless successfully appealed.

How long does the ADR process take?

The written procedure is usually completed within 90 days from the date the complaint is accepted. Complex cases may take longer, but ADR is generally faster than going to court.

Is the outcome from the ADR process legally binding?

  • Mediation outcomes are not binding unless both parties agree to the proposed solution.
  • Arbitration decisions are legally binding and enforceable, with limited grounds for appeal.

What can you do if ADR does not resolve your complaint?

If you have tried ADR or online dispute resolution (ODR) and the business has not engaged or you are not satisfied with the outcome, you may consider further action:

For claims above these limits, you should seek independent legal advice.

Sign up for the latest news from CCPC