Alternative dispute resolution
Alternative Dispute Resolution
If you are in dispute with a consumer and want to avoid a court procedure, alternative dispute resolution might be the option for you. Compared with going to court, alternative dispute resolution is usually quicker, simpler and costs less. This term describes all the different ways of resolving a complaint that don't involve going to court. You might know it as 'mediation', 'conciliation', 'arbitration', 'ombudsman' or 'complaints' board'.
Either you or the consumer asks a neutral third party to step in and act as an intermediary between them and you; this neutral third party is called a dispute resolution body. This body might suggest a solution to the complaint, impose a solution on both parties or just bring both together to discuss how to find a solution.
According to EU legislation, dispute resolution bodies are assessed by Member States and must meet a number of quality requirements to guarantee that they operate in an effective, fair, impartial, independent and transparent way when dealing with your disputes. An outcome is usually reached within 90 days.
You have access to these bodies for all contractual disputes you may have with your customers in all EU countries. Find an alternative dispute resolution body in your country.
Alternative Dispute Resolution can save you litigation costs and facilitate the selling of goods and services in your country or abroad, online or offline. It can also help you maintain your business reputation and good customer relations.
Consumer Law Ready
Consumer Law Ready is an EU-wide programme, offering free training courses in consumer law for micro businesses and SMEs. You can apply to attend a training course in your country to ensure that your SME is Consumer Law Ready.
You may prefer to learn at your own speed, sign up to access the educational material. You can then complete an e-test and validate your learning with a certificate.
Check out the Consumer Law Ready portal to discover how you can sign up.