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.

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How the Dispute Resolution Ombudsman works

Online Training Courses for businesses

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

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

10th April, 2026

With Easter marking the arrival of spring and lighter, brighter days, many households are turning their attention to gardens and outdoor spaces to make the most of the season. It’s also the time when issues can surface with garden furniture bought th...

12th March, 2026

Every year, World Consumer Rights Day reminds us of the progress that has been made in protecting consumers – and the work that still needs to be done. In 2026, the global theme, “Safe Products, Confident Consumers,” highlights an issue that affects ...

18th December, 2025

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...

11th December, 2025

The Christmas trading period remains the most commercially significant - and operationally challenging - time of the year for retailers. Customer expectations around timely delivery, clarity of communication and reliable after-sales support are highe...

11th December, 2025

Although consumers contract with retailers, not usually the delivery companies directly, couriers play a crucial role in whether retailers comply with their legal obligations. During the holiday season, when delivery promises are time-critical, couri...

26th November, 2025

What do retailers need to know about compliance relating to unfair commercial practices following the enactment of the Digital Markets, Competition and Consumers Act 2024 this Black Friday? What’s new? 1. A new consolidated regime for unfair commerci...

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

Nov 14, 2025

Unfair terms in the context of consumer contracts were revisited by the Consumer Rights Act 2015, placing a greater emphasis on the consumer having greater access to their rights, as where a term is found unfair it is not binding on the consumer. I...

Nov 14, 2025

What Consumers Need to Know About Delivery Promises, Delays and Their Rights With Christmas fast approaching, shoppers across the UK will again be looking for the reassurance of “Guaranteed delivery in time for Christmas.” But recent years have shown...

Aug 29, 2025

When goods are delivered to a consumer’s home, that consumer is owed a duty of care. If any damage is caused to the property, for example the flooring or walls, whilst delivering the goods, the consumer may claim compensation for their loss in order ...

Aug 14, 2025

In the fast-paced world of retail, building trust with consumers is critical. One misstep, especially around product descriptions or advertising, can have serious consequences – both in terms of brand and legal risk. Here's what every retailer needs ...

Mar 27, 2025

Mattresses matter but what are the legal considerations of buying a mattress and when can you return something you don’t like? Changing your mattress can be an anxious time – particularly if you are sleeping well and find your current mattress comfor...

Mar 28, 2024

With spring upon us, many will be turning to garden upgrades and make-overs as the weather improves. Hard and soft landscaping will add texture, character and structure to outside spaces, with rewards to be reaped by summer once the grounds are in fu...