Consumer Dispute Resolution Reviews 

Retailer lied through their teeth on their response. 5 months later I don't have my carpet from Carpetright, despite taking over 12 days off work unpaid to allow them to fit. They've caused thousands of pounds of damage to my property too. This has taken 4 months for them to investigate and they've sided with Carpetright? I don't have what I paid for 5 months later, have hundreds of emails, recordings of calls, and hundreds of images. Complete waste of time. Probably on the take from the retailers they enable.

It's as well I have the patience of a saint married with the ability to interact with software that looks like it was cooked up by a 1980s teenager on a ZX spectrum. What could have been quick and easy was an extremely slow process using a complaints portal that would kindly be described as 'retro'. I also had to provide a nudge to keep things moving at one point - I think I was forgotten about and doubt that the software nudges users on the CDRL side.

Using CDRL prolonged my complaint by around 3 months and they eventually sided with the retailer. I see from reading other reviews, they have form for that. At least I caused the retailer extra admin time and the grief of using the CDRL website - the faulty item I had was a great inconvenience to me so maybe we are even now.

Don’t waste your time going through the hassle of submitting a case, they’re clearly always going to side with the company you’re dealing with. Despite they themselves outlining all the laws and my rights in the final email their decision made no sense and contradicted all these. It’s no coincidence that the company at fault pointed me in the direction of CDRL, because they know they’ll back them! I’m now almost £200 down left with a faulty product. I’ll be avoiding the company at fault and they’ve lost a customer but I’ll also be avoiding CDLR if I have any future problems as well.

Susie Beavan was the member of staff that took on my case with an airline due to my flight being delayed. Prior to requesting help, the airline refused me compensation but paid our friends on the same flight.
Susie was amazing. For someone that had only been in the couple of months but she fought so hard to get my compensation and kept me in the loop with everything that was going on. I got my compensation and would like to thank Susie for the hard work she put in to get it for me. :) (Would have put this review up sooner but had trouble with logging in)

An absolutely disgraceful establishment CDRL is. As you can see from numerous other reviews, they side with the retailer. A retailer offered £50 compensation for damaged goods and never ended paying it. I discovered this a year later and brought it to their attention (did their job for them) and CDRL's ombudsman Elvis Garikai Chivasa thought the correct decision was to issue £18! The payment was supposed to be made in 2022 and I still haven't received a penny. Instead of holding the retailer to account he has cut the required amount to be paid by £32. Disgraceful isn't enough to describe this arbitrator. Save your time and effort and go to a credible ombudsman to resolve your case FAIRLY. Shameless!

9 months now been in a dispute with currys retail, paid £550 for a computer monitor (samsung uk) 5 months old the monitor as blown pixels, im disabled with use of 1 hand so i went in to currys to arrange a return, 2 managers of currys have bothe given a statment the monitor was inspected and i had abused the monitor and caused it to blow pixels, the holes are from the inside out , currys are diabolical accusing me of this and this CDRL company are a pile of $h!t 5 weeks they have had the case with 0 responce , cdrl currs dixons retail ltd , dont expect a just judgement from these clowns , as others have said the uk government need to be ashamed of themselves.

We had an on going problem with E.ON regarding our solar panels which had never worked correctly since installation. Originally I went to Ombudsman Service. Sadly they accepted the case but it was outside their scope so nothing was resolved. I went to CDRL instead. I loaded everything (over 50 e mails) then E.ON loaded their response then I filed final comments. An adjudicator was appointed and they said a decision would be reached in 90 days so this was set as an action date for 8th January. I heard nothing. I haven't spoken to a human being. I tried to write to them but have had to raise a ticket. Luckily the problem has now been sorted between E.ON and ourselves with no thanks to CDRL. Their site wouldn't even let me submit a review.
As CDRL are funded by utility companies there is a conflict of interest.

just nowNEW-Edit Delete
A complete sham. The government should be ashamed of themselves for allowing this totally biased office to exist. As other claimants have said, they are totally biased towards the retailer. In my case the retailer told them they had not received an invoice for my fitting which is a complete falsehood as it had been sent at least three times, they then said that they would not pay as it did not have the contractors tel number on it!!! The CDRL have ruled that I am not entitled to it even though Currys said I was! How does that work?!! Website unfit for purpose, so cumbersome

Time wasting is their purpose no help whatsoever and unable to speak, chat, or email other than using their portal still cannot download my evidence which they so needlessly require after attempt and attempt to download they manage to email and text me but my replies bounce right back

Total lack of communication. Can't access the portal - have not responded to service tickets I've raised to get access to the portal. Automated password resets don't work. Can't get through on the phone (once had holding music for 25 mins and then it simply cut off saying there were no agents available).
This service is a shambles.

What a waste of time, the big company wins again (Currys).
Don't use this service it's just a pacifier so it looks like someone out there is doing something and taking action - and it takes a long time to submit evidence, and the system they ask you to put information into is purposely difficult. It's 2023 but their system looks like its been designed in1983.
Shockingly, they have advised me that the next step, if I am not happy with the outcome, is to appoint a solicitor and take the matter to the high court....really....the claim is only for £525.
We have had a whatever Happens policy since 2010 - not received paperwork regarding the policy since 2015. I pay 5.99 a month, and have been doing since 2010 but they offer customers a 5-year deal for £100 and an end date. If I had the deal that current customers have, I would have paid 240 but unfortunately, because I have been forgotten since 2015 I have paid £950. But according to CDRL Currys have done everything correctly in the eyes of the law.

Wish I had read all the 1 star reviews, they are 100% accurate. Would have given 0 stars if possible. If CDRL is recommended by the company you are disputing against, DO NOT WASTE YOUR TIME WITH CDRL.
A totally useless, waste of time organisation that does NOT intend to resolve any issues. AVOID.
Their WEBSITE is also rubbish.

What an absolute shambles. All the CDRL is, is a organisation supporting big companies probably paid by the big companies to rule in their favour.
We had a new boiler and living room radiator installed. The living room radiator doesn’t heat up but that’s seen as acceptable. The cdrl is as big a waste of time as British Gas. Total utter waste of time.
No wonder the country is in such a mess.

As others have noted CDRL is one of the least customer friendly organisations in existence. Their web portal is archaic and appears to be actively designed to make it as hard as possible to provide information and to manage your case.

Following months of waiting, including many weeks where my case was waiting to be assigned (with no apparent reason), CDRL issued notice of their decision which was near impossible to find on their website.

Their decision was unfavourable, and despite over 40 photos evidencing the damage to my property, conflicting statements from the Currys staff involved and my detailed account and testimony - they decided that there was insufficient evidence to award in my favour as Currys state ‘they didn’t do it’.

A puppet organisation fit for nothing but causing frustration and wasting time and energy. I would skip this step and raise legal action - it will add several months and countless hours of your time, rehashing information, to no effect.

The website / interface desperately needs revamped to make this a service that is easier to use.

A joke. Conflict of interest. Process not followed seems a bit fraudy

These are most corrupt and incompetent people in the United Kingdom. 99.99% of times CDRL will always team with retailer at the detriment of the victim, the customer. AO came to my property to fit an integrated appliance. AO fitter was incompetent, untrained,rude and admitted openly that he has never fitted an integrated freezer. Sadly he ended up causing more damage to my property to the value of £990, I had no apologies or compensation from these cowboys called AO, as they knew that these corrupt people at CDRL will always be in favour with them. Corruption on a corporate level

Unfortunately AO were confident that CDRL are corrupt they only paid £590 leavening me shortfall of £400 . I provided this proof to CDRL but as they are in the back pockets of AO and sided up with them which I had already warned CDRL as they didn’t even bother to speak to me or order AO to pay the true cost of the damage £990 or award any compensation for for an idiot fitter that AO had sent. I only think that the bribes paid by AO to CDRL makes them corrupt. CDRL should be closed down, as no one has ever achieved fair and justified returns as these guys are more corrupt then gangs . Don’t wast your time with these corrupt cowboys. Not sure how they can have a conscious taking victims for a ride in this pathetic way. Karama will take it course with these mafia called CDRL!!

My dog leaves things that I pick up and put in a bag and bin that seemed to have more intelligence and this organization.

After asking for evidence to be emailed which I did and there is a record of, and then repeatedly emailing them and responding on their website to confirm this. They close the case because I didn't send them the evidence they requested. Truly just how dumb and stupid are the people that work here?

AO caused a leak in my kitchen and after a lot of disputes, they referred the case to CDRL. Their website is a nightmare and you don’t even get any links to it when they send ‘updates’ via email. The updates are all automated and completely meaningless. And yet, weeks go by and nothing happens. I have provided tons of evidence. A while later I was told I can make final comments after which I have no more say in the matter. Surprise, surprise, but they then allowed AO to comment on my final comments so they got the final say even though I’m the claimant! At this point, AO twisted the story even more, coming up with some ludicrous and totally far fetched argument against me which I could prove them wrong if I had the opportunity! But I can’t submit any further evidence.

CDRL uses very off putting high flown language in an attempt to make you feel as small and stressed out as possible. You have no idea what you’re supposed to do next or where, because no one guides you and there is no manual for the process. They don’t even clearly state the timeline, which seems to be three months at the very least?! For what reason? They aren’t even doing anything. I’m just rolling my thumbs, part of my life on hold because I can’t proceed with the repair of my kitchen because of the leak AO caused. I obviously need the money they owe me in compensation for the damage before I can do anything. The website is an unbelievable nightmare to navigate. I tried to submit feedback but it doesn’t even let you. It’s obviously a complete joke of an idea of justice for the customer. Like others have said, it’s kafkaesque. I have no hopes.
Case no 21005.

Update: After months of waiting (July - December) and then having to chase the resolution (!!!) I was told I did not have sufficient evidence to prove my case. That’s completely ridiculous since I had dated photographs and plenty of them, too. Apparently, I should have had an emergency plumber as witness. Well how could I, when the water was reaching my hallway and I had to stop it?! It’s completely ridiculous in this case when the cause of the leak is obvious to expect someone to call a plumber. I called the landlord, of course!! CDRL doesn’t even acknowledge that I live in a rental and that you always call them first. AO sent their engineers but they just falsified the evidence. I trusted this was the procedure, instead they lied and tried to wiggle out of it with false pretences. Absolutely rotten service, nothing even close to ‘justice’. All I can think is, ‘are they stupid or something”. I find myself thinking this quite a lot recently about a lot of crappy services that serve the big businesses but not the consumer. CDRL was utterly substandard, and caused me nothing but more stress and misery.

Let me add that I’m disabled and very unwell, and soon living off UC. The money pit AO caused me could easily have been acknowledged, and it’s not like I was asking for much. My line of reasoning was very clear and it should have been perfectly obvious that there was no prior leak and that my arguments were completely sound. They could have asked for more evidence, which I could have produced - instead they invented this idea that only an emergency plumber could have offered the necessary proof. I now have to try and get the money through the small claims courts process, guess how much more stress I will be enduring because of this?!! What even is this company?? It’s completely non transparent and utterly unprofessional.

Like some of the people below, I would have given 0 given the choice. It's just a paper/propaganda exercise to make customers think they will receive some recourse. Website is badly designed, particularly as they also ask for feedback before anything has even taken off. It causes confusion as to whether they mean feedback on their website or feedback on the, so called, 'service'. Lesson learnt. Amazed that something hasn't been done considering the appalling feedback scores.

Totally hopeless! Zero communication! Now 3 weeks overdue from coming to a decision and almost impossible to get intouch with anyone and have an update!