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Your Details

First Name

First Name is required

Last Name

Last Name is required

Home Phone

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Mobile Phone

Your Address

First Line Of Address

Second Line Of Address

City/Town

Country

Post Code

Password

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Confirm Password The password don't match.

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Your Latest Claim

{{ $latestClaim->id }} Case ID

{{ !empty($latestClaim->retailer->name) ? $latestClaim->retailer->name : ''}} Retailer

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Older Cases

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{{$claim->id}} click to view

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Complainant Respondent Final Comments Arbitrator Messages

Complainant

Respondent

Final Comments

Arbitrator

Settings saved

All your settings changes have been saved!

IMPORTANT NOTE: We now have what we call a ‘complete complaint file’. This means that we have received all relevant information and evidence from both parties. From this point, we do not accept any communications from the parties until the determination is published or if we exceed 90 days from the date we deemed a complete complaint file on your case.
If you need to contact us with something urgent (for the avoidance of doubt, we will not accept further evidence so this is not classed as urgent) you can contact us by clicking [here].

@endif @if( count($customer->claims) > 0)

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@csrf

Step 1
Instructions & Declaration
Step 2
Eligibility
Step 3
About Your Complaint
Step 4
Remedy
Step 5
Evidence & Support Files
Step 6
Next Action

Please read carefully

Welcome to our online CDRL complaints portal. To proceed with your complaint please follow the below stages and provide all the information requested. It is important that you complete all sections of the form and that you are careful to provide relevant, accurate and thorough information in relation to your complaint. It is also important that you provide us with any evidence that you have to support your claim. To be eligible to make a complaint against a respondent, you must have already complained to the respondent directly in writing and either received a final written response (sometimes referred to as a ‘deadlock letter’) or given the respondent eight (8) weeks to respond to your dispute. Consumer Dispute Resolution Ltd can only deal with unresolved complaints. In order to complete this complaint form you will need the following information to hand:

DECLARATION
You are required to agree to our terms stated below on the DECLARATION section.

ELIGIBILITY
This will confirm if your complaint is eligible to be processed at this time by asking you questions and for information about dates of the complaint.

ABOUT YOUR COMPLAINT
Full details of the purchase or service. Full details of the complaint. Accurate dates of any purchase of goods/services, dates of any correspondence, etc. You will be asked to state your desired outcome.

EVIDENCE & SUPPORTING FILES
Images of any receipts. Any images to support your complaint. Any email exchanges with the respondent, saved into a MS word document or a text file. Scans or images of any physical letters.

DECLARATION

Please read and sign this declaration:

I would like Consumer Dispute Resolution Limited ("CDRL") to look into my complaint.

I understand and acknowledge that CDRL will need to use my personal information (including sensitive or personal information) and that CDRL may need to share some or all of this information with the respondent with whom I have a complaint.

I understand and acknowledge that CDRL may publish the final decision.

I agree to provide true, accurate and full information about my complaint.

To sign the declaration tick here

I Agree

eligibility) ? $customerDraft->eligibility->agree_ind : '' === 1) checked @else @endif/>

Please search for the retailer below

Who are complaining about – choose from the list below

This trader is a member of one of our Arbitration schemes. Therefore, at the end of the form you will be asked to pay an arbitration fee, of either £10.00 if the value of your complaint is less than £750.00 or £25.00 if the claim value is in excess of this.
Please note we cannot accept or process your complaint until this payment is received in full.
If you are successful with your claim, you will be reimbursed for the arbitration fee back from the company.

Have you complained directly to the retailer in writing?:

Please provide the unique code that the company has provided you, this will start with DI

Where did you make your purchase?:

What did you purchase?:

If you have selected ‘other’, please explain:

What is your complaint about?:

Please provide a brief description of your complaint:

Claim Reference Number:

Please provide a chronological event log of the history of you complaint. Add a new row for each event/date with a description of what happened. You may instead choose to upload a Word or PDF file containing a chronology of the relevant dates to your complaint in the evidence & support files section

Date of event	Description of event

Add More

What is your desired outcome for your complaint? Please add a new row for each outcome you are claiming for. If your claim relates to a monetary sum, you should explain how you arrive at this figure

Desired Outcome	Monetory value (in Pounds Sterling, £) £

	Add More

Total Claimed:

The following file types can be uploaded .jpg .jpeg .gif .png .PDF .doc .docx .xls .xlsx

The total size of the files uploaded via the complaint form MUST be less than 20Mb per upload.

If you are uploading email correspondences please cut and paste the date, email addresses, sender & recipient info and the content of the email into a word or PDF file, then upload.

if you have any problems with uploading your evidence please email it to evidence@cdrl.org.uk quoting your full name and case no.

Drop files here or click to upload.

Name	Uploaded At	Actions

I confirm I have uploaded all files

Info

The onus is on you as the Claimant to monitor your case for updates as it progresses through the complaint handling process. We will send you notifications via email to alert you to updates on our Dashboard portal. Please ensure to check your junk/spam folders for our correspondence and add our email address to your contacts list to prevent our correspondence being marked as junk/spam.

Action Required & Information

@foreach( $customer->claims as $claim )

{{$claim->id}} : Action Date {{$claim->last_date}}

@switch($claim->claim_status->name) @case('Waiting File Submission') You now must upload any documents/evidence to support your complaint.

@break @case('New') Your complaint is with our Initial Assessment team. This means your complaint is under review and a decision is going to be made to determine whether it falls within scope, in accordance with 1.1 of the Scheme Rules. We will update you on our decision within 2 working days.

@break @case('Awaiting Respondent') @if($claim->scheme->name == 'ADR') Your complaint has been sent to the respondent, who has {{App\Settings::defenceDue(true)}} days to submit their defence.

@else Your complaint has been sent to the respondent, who has 21 days to submit their defence.

@endif @break @case('Awaiting Claimant’s Final Comments') A copy of the Respondent’s defence can be seen for your attention in the Respondent tab. You have 7 days to submit any final comments in response to the defence in the Final Comments tab. Please refer to the Messages tab for further information.

@break @case('Claimant Final Comments Published') Your complaint is being reviewed by a member of our team.

@break @case('Awaiting Respondent’s Final Comments') A copy of your comments has been sent to the Respondent, who has 7 days to submit their comments.

@break @case('Awaiting Case Handler Selection') Your complaint is due to be assigned to a Case Handler.

@break @case('Awaiting Determination') @if($claim->scheme->name == 'ADR') An Adjudicator has been assigned to your complaint. The Adjudicator will deal with the case on the documents submitted to date and may request further information or documentation at their sole discretion.

@else An Arbitrator has been assigned to your complaint. The Arbitrator will deal with the case on the documents submitted to date and may request further information or documentation at their sole discretion.

@endif @break @case('Determination Published') There has been an update on your complaint. Please view the messages section for further information

@break @case('Determination in Progress') @case('Determination Review') An Adjudicator has been assigned to your complaint. The Adjudicator will deal with the case on the documents submitted to date and may request further information or documentation at their sole discretion.

@break @case('Closed') Our process and our involvement in your complaint has come to an end. Your case has been closed