Consumer Dispute Resolution Avaliações 168

Adjudicator did not consider evidence that was presented and said that evidence was not presented.
Slow and cumbersome dashboard system.
Unclear process puts individuals using it at a disadvantage to companies who have experience with the system.
CDRL's own complaints and feedback forms do not work. Entering a complaint or feedback does nothing.

Edit: this reply is materially incorrect and misrepresents me as disagreeing with the outcome, but my issue is that due process was not followed as the Adjudicator failed to consider evidence.

I was sent a link to a compensation voucher by the Respondent but the link did not work. No compensation was actually made available to me.

This was in my evidence but the Adjudicator did not consider it. If the Adjudicator determined that a broken link and false promise of compensation was sufficient that seems either wildly unfair, or shows that they believed the Respondent's claim of offering compensation without considering my evidence that it was not actually available to me.

I would also like to highlight the inconsistency between these two points in the reply:
- There was no evidence to demonstrate any further monetary loss occasioned by the retailer's delay to warrant an increase on the value.
- We are unable to provide any guidance or advice in respect of what evidence should be submitted in support of a claim

As I originally posted, the unclear process puts individuals using it at a disadvantage to companies who have experience with the system.

Garbage determination. Clearly on business side.. After reading your reply you clearly show you are. First of all you are discussing details of the case online. I'm sure that is in itself illegalm secondly how do you expect a consumer to prove a product ime conservatory is faulty when 3 roof panels shatter inexplicably which even they admit has never happened.....except common sense would tell you that there is a problem with the material... yet I need to prove this? Your adjudicator is also a failed legal professional and I sent you the details.... as I said I'll wait for the 4th panel to implode and pursue via small claims your body is a joke and uses failed legal ppl to supposedly adjudicate when common sense tells you 3 glass roof panels imploding is a problem with the product.

Total waste of time. Made complaint against IKEA due to faulty sofa cover. Initially they offered new cover but because one couldn’t be sourced due to the sofa being discontinued (wonder why) they decided not to honour their offer and blame me for pulling the zip too hard which was total nonsense. To cut a long story short they just kept asking the same questions until I got so fed up and went away. CDRL was complete waste of time and did nothing to help. Wonder what the point of them is. Seems like some scam company maybe getting money from the government and doing nothing to help anyone? Not sure. Anyway don’t waste your time!

Absolute waste of time and seeing the poor reviews am wondering if this organisation is independent. They ask if you accept or reject the decision yet there is no appeal process anyway. You cannot call because of covid (oh that old crock!) and when I tried to fill in the ratings got and error message, how convenient. As with Hermes they know people wont be taking them to court so the buyer loses even if they are clearly at fault. I am finding more and more that online retailers in particular, are regularly ripping people off overcharging and then ignoring you. CDRL need investigating.

ASOS blocked my account forever, apparently I returned too many orders. However, considering my returns behaviour was completely lawful under distant selling regulations, I filed my claim with CDRL requesting that ASOS unblock my account.
But to my dismay, the adjudicator rejected my claim. Upon reading the final determination, it seemed like the adjudicator was solely focused on reciting support for the respondent’s position whilst ignoring the merits of my case. The flaws in the respondent’s comments went unquestioned and the compelling evidence of my claim was neither tested let alone acknowledged. Also to make matters worse, the adjudicator refused to suggest any remedies, which left my dispute unresolved and feeling very one-sided. The result was of course unsurprising having seen the online reviews before making my complaint.

A total waste of time! The Adjudicator has made a factual error in the final report which favours the respondent, who's Company subscribes to the alleged CDRL Independent Service - I do not think it's an independent service!!! Off to Court now, something we should have done several months ago and totally ignored the respondent's offer of an Independent review which has only delayed the outcome.

What a waste of time! I had a problem with a SCS sofa which they said was 'normal' for that sort of sofa. SCS suggested if I was not happy with their decision I should go to these people for an 'independant ajudicator' to review.

Everything has to be done online, so you never actually get to deal with a human being.

When it got to the Final Comments part, I explained that the sofa was getting worse, but was not allowed to add any more photos without being requested to supply them. I wrote 'photos available' after my description of how bad it was now.

It took 3 months to come to a decision during which time I was sat on a garden chair, as it was more comfortable than the sofa. Then they come out with the gem of 'I did not supply any supporting evidence that the problem had worsened' and found in the retailers favour.

Independant?? I'm not so sure...........

This is a terrible company, they are inadequate in every respect. The seek to look after the interests of their paid up members despite the evidence.

CDRL is a sham of a service. Like many other reviewers have said they are basically marking their own homework. I experienced issues with a couple of sofas I purchased from IKEA in May 2017. I claimed under the IKEA sofa guarantee and they sent a technician who came to assess the condition of the sofa. To cut a long story short, they essentially said the damage to the sofa was as a result of sunlight.

I made a claim via CDRL and after three months of providing evidence I was informed this afternoon that the claim against IKEA had failed. After reading the decision they basically agreed with IKEA and said that as six months had elapsed since the sofas had been purchased this was normal. I would recommend not using CDRL as they are essentially an extension of retailers. To top it off I searched for the person that had made the decision and to my surprise they were a recent graduate from a Law School at a former polytechnic, who has graduated in 2019. This provides you with some indication as to the background of people making decisions on cases.

If only I had read all of these reviews before wasting so much time and energy putting my case forward through CDRL. SCS carpets, in response to my claim, referred to a completely different carpet order and yet still the Adjudicator ruled in their favour. It is clear who the paymasters are. Furthermore, CDRL hide behind a wall so that you cannot challenge anything. An appaling and useless service.

Absolute waste of time. I bought a Farlov sofabed (10 year guarantee) from Ikea that I couldn't convert from sofa to bed without using brute force and manipulation due to a defect. Waited months and months for CDRL to get back to me and it seems nothing I had said/sent, not even the video of me and my boyfriend struggling to convert the sofa to a bed, made them see sense and they found in Ikea's favour. Don't waste your time...do a moneyclaimonline application...works much better

Pathetic company. I sent all information regarding my sofa being fixed as SCS told us that the fault was the manufacturers and and to use this company for the dispute over charges. All relevant information was sent to them and yet they asked me for more info? What more did you need. I sent you all the information and they simply closed my case. Terrible and useless company. Best going via Trading Standards. Total waste of out time.

Can only agree with other comments. Filled in the form, got a message on the form saying I hadn't uploaded evidence (which I had) - later got a message to log on to their portal - doesn't work. Tried emailing them - gets bounced back by 'Postmaster'. It's no wonder Curry's were quick to refer me to this organization. Again, would have preferred to give a no stars rating

I only gave this organization 1 star as there is no option for no stars. They are a complete waste of time -
I bought a sofa from SCS and after about a month I started to have issues with the sofa going out of shape, contacted scs who wanted nothing to do with it and they advised I contact CDRL. The CDRL website is awful to navigate. All comments and picture evidence I submitted was basically ignored, after about 14 weeks I finally got a reply saying they sided with SCS and the wear on the sofa was in line with use even though I'd only had the sofa for a matter of weeks.
Don't waste your time with CDRL 14 weeks of waiting for nothing. It's court action next for me 👍

This dispute resolution service supposed to be used by utilities anfd other companies to avoid legal action. From my terrible experience the so called independent Arbitrator used his 'special discretion' to allow British Gas to submit a defence, unseen by me, months after their defence opportunity had timed out. Surprise surprise, he found in theit favour with 'no appeal allowed'. CDRL is a scam set up to resolve disputes in favour of their paymasters.

I was advised to use CDRL if I remained unhappy with the final decision on my complaint. I read the reviews and didn't hold out much hope of the case going in my favour.

I sent my complaint over to CDRL in January 2021. The system to upload the complaint, files, photos etc is clunky - I found it easier to attach everything to an email and send it that way.

I didn't hear anything for ages after my case was accepted, and tbh I was expecting to be told it was unsuccessful so I was expecting to take it on through the Small Claims court. However, earlier this month I was told my case had been successful - CDRL ruled in my favour and I was awarded £2.5k in compensation. The firm involved paid this very promptly.

Delighted all round! Thank you to all at CDRL.

Yep! Totally feel everyone leaving bad reviews. It’s a terrible system with terrible communication and it all plays into the hands of the company you are complaining about! Just an utter waste of time and so frustrating.

The website is terrible, there is no function to upload files yet they ask you to upload evidence, I spent ages trying to work out how to do it but after looking at the reviews here I realised I’m not the only one.

At the moment I am waiting for a case handler, but I have been for 2 weeks now and no one is replying to my update message, it’s just awful and I feel just as much frustration towards this company as I do towards the company I was originally complaining about (Curry’s).

Honestly, I know you may feel inclined to use this company as a last resort but if you can, go to a small claims court because cdrl won’t do anything.

Waste of time. Provided all evidence requested and the company I complained about didn't deny any of it.
Easiest case ever to make a decision on, a 'quick win' for them, yet CDRL have done absolutely nothing.

Don't waste your time, just go straight to small claims court.

Claim Ref: 022296
This is sham what you are doing.
That's why Airlines doing what they want as you are not doing anything.
Complain form on your website is faulty not working, no way to contact you, contacting you visa your websites all emails returning back to me as address not found .. it's just a joke.
I would like to know who funds you ! Hope not from the public funds.

Dont bother you have good evidence but it doesent matter you get nowhere and wait months and months for decision dont waste your time I now know why retailer told me to go to them it makes sence again there would be no stars but you dont get that option