Alternative Dispute Resolution

STAR is approved as a consumer ADR body for the purposes of the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. This approval is granted by the Chartered Trading Standards Institute under arrangements delegated to them by the Secretary of State for the Department of Business, Energy and Industrial Strategy.

Referring a complaint to STAR

  • Full details of STAR's ADR procedure can be downloaded as a PDF file HERE
  • As outlined in Section C of the STAR Code of Practice, STAR members should inform customers that they have access to a free ADR service through STAR when reaching the conclusion of their own internal complaints procedure. Details of how to contact STAR and make a complaint through ADR should be provided to the customer by the STAR member.
  • Unresolved disputes may be referred to STAR by either the customer or the member involved, however the member cannot initiate a complaint against the customer.
  • The customer must have first fully exhausted the STAR member's own internal complaints procedure and received their final decision on the complaint before the matter can be referred to STAR.
  • From the point at which the member provides a final response on the complaint to the customer advising that they cannot resolve the dispute, the complainant will have a maximum of one-year to submit their complaint to STAR's ADR process.
  • STAR can only offer ADR for disputes involving its current members. A list of STAR members is available on the website www.star.org.uk/starmembers
  • STAR cannot accept complaints where court proceedings have already commenced or that are being or have been considered by another ADR body. No party is obliged to retain a lawyer or a legal advisor, but they may seek independent advice or be represented or assisted by a third party at any stage of the process.
  • STAR can only accept complaints in English and all responses will be provided in English.
  • STAR is able to accept complaints regarding its members originating in the UK or from any other country.
  • The service is free of charge to the complainant.
  • STAR does not, within this ADR process, have any jurisdiction to award compensation payments.
  • Any outcome of the ADR procedure is not legally binding and does not prevent a consumer seeking redress through the courts.
  • Complaints must be submitted in writing by one of the following methods:
    • Through the online form that can be reached HERE or through the STAR website.
    • By post to: STAR, PO BOX 708,YORK, YO1 0GT
    • By email to i[email protected]

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Useful Contacts
If you are unable to use our ADR service, the following organisations may be able to assist you further.

UK European Consumer Centre

The UK ECC provides free information on consumer rights in Europe and assists in cross-border disputes.

Citizens Advice Bureau

Trading Standards

The Retail Ombudsman