Ofcom has published a consultation proposing changes to the current Alternative Dispute Resolution (ADR) system.
Ofcom launched a review of the current ADR system in November 2023, which included carrying out research among consumers to understand their experiences. The review found that while ADR rules are working well overall, targeted changes are needed.
Specifically, Ofcom is considering reducing the existing time frame that customers have to wait before they can escalate complaints to ADR from eight weeks to six weeks.
The deadline for submitting feedback on the changes is 12th March 2025, with a final decision expected to be published in summer 2025.
CCUK will be considering a response to the consultation.