ADR Annual Report 2024-25

ALTERNATIVE DISPUTE RESOLUTION
Annual Report - Year 8 
1 June 2024 - 31 May 2025

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 1,429 1,391 38
b) Types of Dispute
Advertising 86 83 3
Booking and Processing Fees 99 97 2
Call Charges 1 1 0
Cancellation 69 67 2
Customer Care 184 182 2
Customer Error 48 47 1
Delivery Issues 77 73 4
Double Booking 2 2 0
Dynamic Pricing 30 30 0
Event Issue 84 84 0
Exchange 5 5 0
Gift Card 10 10 0
Lost Tickets 1 1 0
Membership 1 1 0
Non Ticketing Issue 2 2 0
Other 45 45 0
Pricing 22 19 3
Refund and Exchange Policy 207 204 3
Reselling 74 69 5
Restricted View 222 214 8
Scams 1 1 0
Seating 74 72 2
Ticket Error 27 25 2
Tickets Selling Out Quickly 4 4 0
Website Error 54 53 1
c) & d) SYSTEMIC OR SIGNIFICANT PROBLEMS OCCURRING FREQUENTLY

We continue to see disputes relating to restricted views at events, where a customer doesn’t consider that information was given in advance or wasn’t described properly. For example, where a view is described as being ‘side’ but in addition to being that it also has some permanent obstructions limiting the view of the performers. Restricted views are not straightforward as a number of variables are involved, including the staging of the event which may include unforeseen adaptations, the number of people attending, heights of audience members. In addition, ticket sellers are reliant on event organisers knowing of any such restrictions in advance and passing that information on so that it can be communicated to customers. As these matters are subjective, it is not always possible for STAR to adjudicate on whether something was or wasn’t a restricted view.

STAR receives a number of enquiries from customers who have been unsuccessful buying tickets for an event. This is particularly the case for high profile/in demand events where tickets sell very quickly. Often customers will believe this is a website error when it is simply the level of demand that means they have been unable to purchase. STAR is unable to help where there has been no purchase of a ticket.

e) DISPUTES THAT HAVE BEEN REFUSED OR DISCONTINUED
Reason for Refusal Number % of Total
A – Not yet raised with trader 266 38%
B – Frivolous, vexatious or malicious 50 7%
C – Previously considered by this or another ADR 1 0%
STAR - E - Event delivery (beyond STAR scope) 59 8%
STAR - G – Non-STAR member (beyond the scope of STAR) 89 13%
Non ADR (such as no purchase of tickets)

235

34%

Total 700 100%
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)
Domestic Cross Border
Average time taken to resolve disputes (from receipt of complaint)
23 18
Average time taken to resolve disputes (from ‘complete complaint file’)
8 13
Total average time taken to resolve disputes                                   23 days
h) RATE OF COMPLIANCE 100%