ADR directive affects complaints
From October, clients will have to be given the name of an ADR provider where a firm's complaints procedure has been exhausted
To comply with a new EU directive on alternative dispute resolution (ADR), reg 19 of the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities & Information) Regulations 2015 will come into effect on 1 October 2015. In situations where a firm’s internal complaints process has been exhausted, the regulations require solicitors (as service providers) to give consumer clients (individuals not trading as commercial entities) details of a certified ADR provider, and indicate whether or not they intend to use them to try and settle the dispute.
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- Opinion: Malcolm Combe
- Book reviews
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- Send in the auditors
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