CDRL Retailer

Step 1
Respondent & Eligibility
Step 2
Declaration
Step 3
About You
Step 4
About Your Complaint
Step 5
Remedy
Step 6
Evidence & Support Files
Step 7
Next Action

Please search for the retailer below

OR choose from the list below

Please select a category that your complaint falls under.

Please provide the unique code that the company has provided you, this will start with DI

Welcome to our online CDRL complaints portal. To proceed with your complaint please follow the below stages and provide all the information requested. It is important that you complete all sections of the form and that you are careful to provide relevant, accurate and thorough information in relation to your complaint. It is also important that you provide us with any evidence that you have to support your claim. To be eligible to make a complaint against a respondent, you must have already complained to the respondent directly in writing and either received a final written response (sometimes referred to as a ‘deadlock letter’) or given the respondent eight (8) weeks to respond to your dispute. Consumer Dispute Resolution Ltd can only deal with unresolved complaints. Please follow the next steps to lodge your complaint. Below are some further details of the information that we will require from you in order to lodge your complaint:

About you

This section requires you to input your details and set up an account with CDRL. You will also need to inform us if a third party is acting on your behalf and provide a letter of authority.

About Your Complaint

We will require:

-full details about your purchase and/or service;

- full details about your complaint

- accurate dates concerning your purchase and/or service

- dates of any relevant correspondence

- your desired outcome as a resolution to the complaint

Evidence & Supporting Files

Examples of the types of evidence we accept are:

- Order forms and receipts

- Supporting images of your complaint

- Correspondence between you and the trader

We can only accept the following file types .jpg .jpeg .gif .png .PDF .doc .docx .xls .xlsx and mp4
If you are uploading email files, please cut and paste the date, email addresses, sender and recipient information and the content of the email into a Word or PDF file and then upload this file.
We are unable to advise you on what evidence needs to be uploaded in support of your claim, except to remind you that we can only form our decision based on the evidence that has been provided.

DECLARATION

You are required to agree to our terms stated below

Please read and sign this declaration:

I would like Consumer Dispute Resolution Limited ("CDRL") to investigate my complaint.

I understand and acknowledge that CDRL will need to use my personal information (including sensitive or personal information) and that CDRL may need to share some or all of this information with the respondent with whom I have a complaint. Further information on the way in which CDRL obtains, uses and processes your personal data can be found in our Privacy Policy (https://www.cdrl.org.uk/cdrl-privacy-policy/).

I understand and acknowledge that CDRL may publish the final decision.

I agree to provide true, accurate and full information about my complaint.

To sign the declaration tick here

I Agree

Your Email:

First Name:

Last Name:

Address Line 1:

Address Line 2:

City:

Country:

Post Code:

SMS notification enabled?

Mobile Phone

Password:

Confirm Password:

Where did you make your purchase?:

What did you purchase?:

If you have selected ‘other’, please explain:

What is your complaint about?:

Please provide a brief description of your complaint:

Claim Reference Number:

Please provide a chronological event log of the history of you complaint. Add a new row for each event/date with a description of what happened. You may instead choose to upload a Word or PDF file containing a chronology of the relevant dates to your complaint in the evidence & support files section

Date of event	Description of event

Add More

What is your desired outcome for your complaint? Please add a new row for each outcome you are claiming for. If your claim relates to a monetary sum, you should explain how you arrive at this figure

Desired Outcome	Monetory value (in Pounds Sterling, £) £

	Add More

Total Claimed:

The following file types can be uploaded .jpg .jpeg .gif .png .PDF .doc .docx .xls .xlsx and MP4

The total size of the files uploaded via the complaint form MUST be less than 50Mb per upload.

If you are uploading email correspondences please cut and paste the date, email addresses, sender & recipient info and the content of the email into a word or PDF file, then upload.

if you have any problems with uploading your evidence please email it to evidence@cdrl.org.uk quoting your full name and case no.

Examples of the types of evidence we accept are:

- Order forms and receipts

- Supporting images of your complaint

- Correspondence between you and the trader

We are unable to advise you on what evidence needs to be uploaded in support of your claim, except to remind you that we can only form our decision based on the evidence that has been provided. Therefore, this is your opportunity to include all of the evidence you want us to view to help you explain why you feel you have a case to complain.

Drop files here or click to upload.

Name	Uploaded At	Actions

I confirm I have uploaded all files