Homepage - Dispute Resolution Ombudsman

Inspiring Consumer Confidence
Since 1992

We are an independent, not-for-profit, government approved organisation set up to help resolve disputes and raise standards.

Our highly-trained staff provide impartial Alternative Dispute Resolution (ADR) services to consumers and businesses, helping both sides reach a fair and reasonable outcome, which is binding on our members.

More about us

How the Dispute Resolution Ombudsman works

Online Training Courses for businesses

See all courses

Our webinars and training courses are designed to address and examine topics that members face on a regular basis. They draw on 25 years of knowledge and review real life examples and casestudies, to give clear guidance and confidence to teams and individuals so they can implement improvements to their processes.

Consumer Law & Understanding Home Improvement Complaints heading image

View all courses

Our articles, blogs and publications cover a range of topics for members, stakeholders and consumers.

28th April, 2022

With the summer months, Bank Holiday and Jubilee weekends approaching, many will be focussing on their gardens and outdoor living to mark these occasions and make the most of the better weather ahead. This is usually the time of year when complaints ...

27th January, 2022

What are your legal rights when returning goods and trying to claim your money back? When the rush of the festive season is over, the January sales present a further opportunity to hit the shops, whether online or in person. For some it’s an opportun...

1st December, 2021

The Judicial/ADR Liaison Committee, facilitated by Dispute Resolution Ombudsman and Civil Mediation Council have launched an Undergraduate ADR Essay Writing Competition to allow law undergraduates who are interested in pursuing a career in ADR to gai...

26th November, 2021

A huge rise in sales is predicted on Black Friday this year, which takes place on 26 November despite some retailers being affected by ongoing supply shortages, a lack of lorry drivers and high shipping costs. In recent years many businesses have be...

22nd November, 2021

To celebrate Rosie’s promotion to Lead Ombudsman of the Rail Ombudsman we sat down with her to find out more about her and her new role. How long have you been with the Dispute Resolution Ombudsman (DROL) I joined the then Furniture Ombudsman (TFO n...

1st November, 2021

Please find below the link to DROL's response to the BEIS's reforming competition and consumer policy consultation. View response...

Our articles, blogs and publications cover a range of topics for members, stakeholders and consumers.

Nov 10, 2021

Where an agreement cannot be reached, or conflicting evidence is submitted at the conciliation process, which is the first stage of the process at the FHIO and DRO, a case will move to adjudication. In this instance we may send an independent to look...

Nov 09, 2021

When an application is received from a consumer, detailing a complaint against one of our members, the claim is investigated through our conciliation process. Our conciliation process guides both parties through the dispute, requesting evidence from ...

Sep 13, 2021

It is a truth universally acknowledged that obligations to ensure an installation project conforms to the plethora of legislation designed to protect consumers and ensure their safety, but there are some practical things consumers can do to ensure th...

Sep 01, 2021

It’s not what I expected! It took longer than I was expecting! I felt that they ignored me! The service I received made me feel my issues were insignificant…. In our experience expectations and emotions often dictate the customer journey more so than...

Aug 26, 2021

· New research highlights that one in ten UK adults (11%), intend to spend money on moving home over the next year. · This is despite the recent boom as the stamp duty holiday deadline approaches in September, where many have already upped sticks. ...

Jun 07, 2021

In our experience, there are several steps that consumers can take to ensure their home improvement project goes as smoothly as possible. Here are our five top tips: 1. Buy from a trader who is a member of an ADR scheme When it comes to home improvem...