ALTERNATIVE DISPUTE RESOLUTION

Using an AI assistant to help with your complaint? Please read our guidance for consumers and AI assistants first. It explains what we can and cannot help with and what information we need.

Full details of STAR's ADR procedure can be downloaded as a PDF file HERE. We are happy to provide a copy of the procedure in other formats and by post. Please contact us to let us know what you need.

As outlined in Section C of the STAR Code of Practice, STAR members should inform consumers 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 consumer by the STAR member.

Unresolved disputes may be referred to STAR by either the consumer or the member involved, however the member cannot initiate a complaint against the consumer.

Before STAR can consider a complaint, the consumer must usually have completed the member’s own complaints process. This means the member has given its final response, or has told the consumer that it cannot resolve the complaint.

The consumer has 12 months from the member’s final response, or from the date the member told them it could not resolve the complaint, to bring the complaint to STAR.

STAR can only consider disputes about companies that are STAR members at the time the complaint is made. A list of STAR members is available on the website.

There are no minimum or maximum financial limits on the disputes we can consider.

STAR may not be able to consider a complaint if the same dispute is being, or has been, considered by a court or another ADR provider, or if the consumer has started a chargeback or payment dispute about the same booking. 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 cannot award compensation in the way a court can. However, where a member has done something wrong and the consumer has lost money as a direct result, STAR may recommend that the member pays reasonable compensation. Any remedy depends on the circumstances of the dispute. Examples include an apology, a refund, reissued tickets or a goodwill gesture. Full details are in the ADR procedure.

Any outcome of the ADR procedure is not legally binding and does not prevent a consumer seeking redress through the courts.

The average time for our ADR procedure in the year to 31 May 2026 was 51 days.

There are a number of reasons why STAR may refuse to deal with a dispute. These are outlined in the full ADR procedure.

When considering disputes we take into account the STAR Code of Practice and relevant consumer law.

We handle disputes electronically wherever possible. If you need us to correspond with you by post, please let us know.

Complaints must be submitted in writing. Please use our online form, which can be reached HERE. It sends your details straight into our case management system, so your complaint can be processed fastest.

If you cannot use the online form, you can send your complaint by post to: STAR, Blake House, 18 Blake Street, York, YO1 8QG. Postal complaints have to be set up by hand and take longer to get started.