ADR Annual Report 2019-20

ALTERNATIVE DISPUTE RESOLUTION
Annual Report – Year 3 – 1 June 2019 – 31 May 2020

The report below represents those disputes that have come to STAR to be dealt with under the ADR process.

The report below is provided in line with the requirements and guidelines for reporting provided by the Chartered Trading Standards Institute.

NUMBER OF DISPUTES RECEIVED
Number received Domestic Cross-border
a) Total *1,482 1,471 11
b) Types of Dispute
Advertising 33 32 1
Booking and Processing Fees 55 55 0
Call Charges 5 5 0
Cancellation 273 273 0
Customer Care 37 37 0
Customer Error 125 123 2
Delivery Issues 80 77 3
Double Booking 1 1 0
Event Issue 156 154 2
Exchange 13 12 1
General Inquiry 150 150 0
Gift Card 16 16 0
Lost Tickets 3 3 0
Mailing List 1 1 0
Membership 2 2 0
Non-Ticketing Issue 5 5 0
Other 21 21 0
Paperless Ticketing 1 1 0
Pricing 19 19 0
Refund and Exchange Policy 205 203 2
Reselling 70 70 0
Restricted view 78 78 0
Scams 1 1 0
Seating 62 62 0
Ticket Error 26 26 0
Tickets Selling Out 7 7 0
Website Error 37 37 0
c) & d) SYSTEMIC OR SIGNIFICANT PROBLEMS OCCURRING FREQUENTLY
No such problems have been identified through ADR and therefore no recommendations.
e) DISPUTES THAT HAVE BEEN REFUSED OR DISCONTINUED
Reason for Refusal Number % of Total
A – Not yet raised with trader 85 10%
B – Frivolous, vexatious or malicious 38 4%
C – Previously considered by this or another ADR 1 0%
STAR – E – Event delivery (beyond STAR scope) 74 9%
STAR – G – Non-STAR member (beyond the scope of STAR) 60 7%
Non ADR (such as no purchase of tickets) 589 70%
Total 847 100%
Disputes Discontinued by Complainant Number
Complaint taken elsewhere 13
Withdrawn by customer 25
Withdrawn by default (no response from complainant) 213
Total 251
TOTAL COMPLAINTS REFUSED OR DISCONTINUED 1073
f) DISPUTES DISCONTINUED FOR OPERATIONAL REASONS Number discontinued % of total initiated
Impair STAR operation 0 0%
Conflict of Interest 0 0%
g) AVERAGE TIME TAKEN TO RESOLVE DISPUTES Average time taken* (days)
*Some disputes reached resolution prior to complete complaints file. In these cases, the opening date of the dispute has been used as the start date. 49
h) RATE OF COMPLIANCE 100%
i) RESOLUTIONS Number
Resolved in STAR Member’s Favour 214
Resolved in Customer’s Favour 57
Resolved Through Mutual Agreement 113
Total 384

* It should be noted that the Covid-19 pandemic affected all live events from 16 March 2020 to the end of this report period, and continuing into what will form next year’s report. Of the total number of disputes recorded above, 398 of these were directly attributable to the cancellation of all live events as a result of lockdown in the UK.