Approval status: Aesthetic Resolution ADR is currently completing its approval/accreditation process. This page will be updated once formal status is granted.

How ADR works

Last updated: 5 May 2026

AR-ADR offers two procedures: Early Resolution and Adjudication. Both are written, in plain English, and designed to be used without a lawyer.

The two procedures

1. Early Resolution

Where the issues look capable of being settled quickly, an AR-ADR case officer will discuss the complaint with both parties on the papers, identify the points in dispute, and propose a fair resolution. Early Resolution is consensual — neither party is required to accept a proposal.

2. Adjudication

Where Early Resolution is not appropriate or has not led to a settlement, an independent adjudicator from our panel reviews the evidence and issues a reasoned decision. The decision is provided on a durable medium (PDF or paper).

Written procedure

ADR with AR-ADR is mainly conducted in writing (“on the papers”). This makes the process accessible, reduces costs, and keeps a clear record of what each party has said.

Hearings are not standard. We may, exceptionally, hold a remote hearing if it is necessary for fairness — for example, where credibility of oral evidence is decisive.

Language

English is the default language and the procedure is conducted in English. Reasonable adjustments are available, including translation or interpretation support where appropriate.

Representation

You do not need a lawyer or representative. You may use one if you choose, but you do not have to.

Timescales

We aim to issue an outcome within 90 days of receiving the complete complaint file from both parties. Complex cases may take longer; if so, we will tell you and explain why.

The outcome

Outcomes are reasoned and provided on a durable medium so you have a permanent record. Outcomes set out the facts found, the reasoning, and any redress. See legal effect for binding nature and court rights.

If you are unhappy with the outcome

You can ask for an internal review in limited circumstances — for example a clear procedural error or new evidence that could not reasonably have been produced earlier. Review is not a re-hearing of the merits.

Step by step

  1. Apply via the start a complaint form.
  2. We acknowledge and check eligibility.
  3. We notify the trader and seek their response and evidence.
  4. Early Resolution is attempted where appropriate.
  5. If unresolved, the case is referred to an adjudicator.
  6. Reasoned outcome issued in writing.
  7. Internal review available in limited circumstances.