1. Consumer ADR in the UK Gregory Hunt, Head of Business Relationships The Chartered Institute of Arbitrators

2. Independence Integrity Impartiality Agenda Who are we and what are our principles? Key Advantages of Consumer ADR (in the UK at least!) Key Features of Consumer ADR the CIArb way Statistics The Future

3. Independence Integrity Impartiality Who are we? Formed in 1915 as home for construction arbitrators Now the world’s most renowned ADR membership body offering global training and education programmes 11,000 members in over 100 countries, including 243 members of our European Branch (20 in Spain) Also offer cost-effective, quick access to justice via more than 110 bespoke and ad-hoc ADR services ADR services operate to core principles of independence, integrity and impartiality

4. Independence Integrity Impartiality Who are we? For B2C disputes we provide cost-effective, quick redress for a wide range of consumer markets, including building and property financial services funerals travel (inc. Timeshare) communications court and National Mediation Helpline ECC Net

5. Independence Integrity Impartiality Who are we? We also represent the UK on ISO 10003 working group (external consumer redress) and at consumer workshops and seminars in the UK, Europe, USA and Africa We are members of the Consumer Education Alliance, Scottish Consumer Forum and Corporate Associate Members of BIOA We work closely with UK consumer groups, and we have worked hard to change our services to meet their requirements (e.g. free to the consumer, non-binding and so on) – giving consumers and businesses real choice

6. Independence Integrity Impartiality

8. Key Advantages of Consumer ADR Provides access to fair, independent and cost- effective resolution of disputes Increases range of options for dispute resolution – including early settlement Ideal for cross-border disputes Preserves market reputation (and maintains relationships) Increases consumer confidence in dealing with a particular company

9. Independence Integrity Impartiality Most popular Consumer ADR Services Arbitration Scheme for the Travel Industry – consumers worldwide in dispute with members of the Association of British Travel Agents (Also PI mediation – “Dolphin case”) – 7 weeks CISAS – Communications & Internet Services Adjudication Scheme – approved by UK Communications Regulator – OFCOM – for disputes with the likes of Orange, T-Mobile, AOL, Yahoo, Tiscali – 6 weeks Funeral Arbitration Scheme – disputes between bereaved and funeral directors – conciliation 4 weeks

10. Independence Integrity Impartiality Key Features of Consumer ADR Dispute must involve a company being regulated or signing up for ADR – mainly achieved under Codes Time limits for applications may apply Applications and case progress can be handled by post, online or a combination – don’t force ODR! Claims are dealt with by professionally qualified neutrals, completely independent of the trade body or company

11. Independence Integrity Impartiality Key Features of Consumer ADR In most cases, claims are dealt with by documents- only (inc. video and photographic evidence) so no need to give evidence in person Neutral (where relevant) will consider the law and the Code Arbitrator or adjudicator is tasked to make an award / decision which is fair and reasonable in the circumstances

12. Independence Integrity Impartiality Key Features of Consumer ADR The award / decision is issued in writing, in clear English, and gives a summary of facts, the conclusions and reasons for reaching them

13. Independence Integrity Impartiality Key Features of Consumer ADR Consumer Arbitration the consideration of documents by a qualified third party, the arbitrator, who publishes a legally binding award all arbitrators are Chartered, qualified to degree level in the laws of tort, evidence and contract, the law and procedure of arbitration and have successfully passed an award writing examination

14. Independence Integrity Impartiality Key Features of Consumer ADR Consumer Mediation / Conciliation the assistance of a qualified third party, the mediator, to help the parties to resolve their own dispute, via documents and telephone conversations all mediators are accredited in excess of the requirements of the Civil Mediation Council conciliators offer a similar service but can propose a solution to the parties. Conciliators are also accredited mediators

15. Independence Integrity Impartiality Key Features of Consumer ADR Consumer Adjudication the consideration of documents (and telephone evidence) by a qualified third party, the adjudicator, who publishes a reasoned decision which is binding if the consumer accepts it all arbitrators are Chartered, qualified to degree level in the laws of tort, evidence and contract, the law and procedure of arbitration and have successfully passed an award writing examination

16. Independence Integrity Impartiality Key Features of Consumer ADR Cost to the consumer – either free or subject to a low registration fee of 75 to 150 Euros the consumer has their fee returned if they are successful in being awarded more than they had previously been offered to the company – 370 to 1,110 Euros worth noting that English & Welsh small claims limit is £5,000 (7,400 Euros) but some schemes can claim up to £25,000 (37,000 Euros)

17. Independence Integrity Impartiality Statistics Over 28,000 consumer disputes resolved since 1993 Between 1993 and 2001 almost all were arbitration 12,000 disputes since 2001 Since 2001 600 mediations 100 conciliations 1,200 adjudications

18. Independence Integrity Impartiality Statistics Pre 2001 all cases were arbitration

19. Independence Integrity Impartiality Statistics 2001-2006 Average is 84% arbitration

20. By 2010 Expect arbitration to account for less than 20% of all consumer cases dealt with by CIArb

21. Independence Integrity Impartiality The Future 2007-2011 Trading Standards (similar to Chamber of Commerce in Europe) Landlord / tenant Court and National Mediation Helpline Other housing related Personal Injury Communications

22. Independence Integrity Impartiality

24. The final message After more than 90 years, and 30 in consumer ADR – we’ve not even started