Redress schemes: approval criteria and applications

Publication date
7th August 2015
Information types
Policy areas

Under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, if an energy company fails to resolve a complaint through their own customer service efforts they will be required to advise the consumer of an alternative dispute resolution (ADR) body.

As the Competent Authority we are responsible for certifying ADR entities in the energy sector against certain criteria we expect them to meet.

These criteria set out the requirements that must be satisfied a body meets in order to appoint it to administer redress schemes in the energy sector. They incorporate the requirements set out in the Consumers, Estate Agents and Redress Act 2007 (CEARA), and in the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 (‘ADR Regulations’). There is now a single criteria applying to schemes under CEARA and the ADR Regulations.

Any party seeking to become a certified ADR body for the energy sector should provide us with the information set out in the application form. Applications should be sent to