ALTERNATIVE DISPUTE RESOLUTION

Full details of STAR's ADR procedure can be downloaded as a PDF file HERE. We are happy to provide a copy of the procedure in other formats and by post. Please contact us to let us know what you need.

As outlined in Section C of the STAR Code of Practice, STAR members should inform customers that they have access to a free ADR service through STAR when reaching the conclusion of their own internal complaints procedure. Details of how to contact STAR and make a complaint through ADR should be provided to the customer by the STAR member.

Unresolved disputes may be referred to STAR by either the customer or the member involved, however the member cannot initiate a complaint against the customer.

The customer must have first fully exhausted the STAR member's own internal complaints procedure and received their final decision on the complaint before the matter can be referred to STAR.

From the point at which the member provides a final response on the complaint to the customer advising that they cannot resolve the dispute, the complainant will have a maximum of one-year to submit their complaint to STAR's ADR process.

STAR can only offer ADR for disputes involving its current members. A list of STAR members is available on the website

STAR can only offer ADR for disputes involving its current members. A list of STAR members is available on the website

There are no minimum or maximum financial limits on the disputes we can consider.

STAR cannot accept complaints where court proceedings have already commenced or that are being or have been considered by another ADR body. No party is obliged to retain a lawyer or a legal advisor, but they may seek independent advice or be represented or assisted by a third party at any stage of the process.

STAR can only accept complaints in English and all responses will be provided in English.

STAR is able to accept complaints regarding its members originating in the UK or from any other country.

The service is free of charge to the complainant.

STAR does not, within this ADR process, have any jurisdiction to award compensation payments.

Any outcome of the ADR procedure is not legally binding and does not prevent a consumer seeking redress through the courts.

The average time for our ADR procedure in the year to 31 May 2023 was 28 days.

There are a number of reasons why STAR can refuse to accept to deal with a dispute. These are outlined in the full ADR procedure.

When considering disputes we take into account the STAR Code of Practice and relevant consumer law.

Disputes may be handled electronically or by post, as you wish.

STAR's ADR process uses both conciliation and adjudication to try to reach a resolution.

Complaints must be submitted in writing by one of the following methods:

• Through the online form that can be reached HERE
• By post to: STAR, Blake House, 18 Blake Street, York, YO1 8QG