CDRL (Consumer Dispute Resolution Limited)

CDRL: consumer alternative dispute resolution in the United Kingdom

Consumer Dispute Resolution Limited (CDRL) is an alternative dispute resolution (ADR) provider operating in the United Kingdom. The entity presents itself as independent and not-for-profit, and states that its services are free for most consumers. Its activity focuses on mediating between consumers and businesses when the latter are participating members of one of its schemes.

ADR schemes operated

CDRL operates five main schemes, each with a specialist and highly trained team. The first four are free for the consumer and the fifth is paid:

• AviationADR: a free scheme for disputes between passengers and airlines or airports in the UK and the EU. It covers flight delays or cancellations, denied boarding and damaged, lost or delayed luggage.
• RetailADR: a free scheme for disputes between consumers and UK retailers, including returns, faulty goods and deliveries.
• UtilitiesADR: a free scheme for non-regulated disputes between consumers and UK utility providers, such as boiler installation and servicing, combined heat and power services and plumbing.
• CommsADR: a free scheme for non-regulated disputes between consumers and UK communications providers, including mobile handsets, broadband routers and courier and postal services.
• Consumer Arbitration: a paid arbitration scheme for disputes between consumers and UK retailers, with the same cases of returns, faulty goods and deliveries.

Approvals and regulatory framework

CDRL is approved under the UK Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and the Digital Markets, Competition and Consumers Act 2024. Its approvals come from the Civil Aviation Authority, the Chartered Trading Standards Institute and Ofcom.

Procedure and timeframes

Activity and statistics

The group publishes cumulative year-to-date statistics. Between 1 January and 1 September 2026, AviationADR recorded 45,975 claims received; RetailADR, 1,014; UtilitiesADR, 477; CommsADR, 3; and Consumer ARB, 949. The entity also publishes annual activity reports and news on its website.

Participating members

The website includes a search tool for participating members. Among the member companies are airlines such as Air Canada, Air France, Asiana Airlines, Delta Airlines, Easyjet, Egyptair and Garuda Indonesia; retail chains such as ALDI, ASOS, Currys, Decathlon, Harrods, IKEA and Halfords; and energy supply companies such as British Gas, Calor Gas, Certas Energy and Flogas Britain, among others. Membership of a scheme is a requirement for CDRL to be able to process a dispute against that company.