Independent dispute resolution for private medical aesthetic services
When a consumer and a UK clinic cannot resolve a complaint between themselves, AR-ADR provides a fair, written, reasoned outcome — without going to court.
Last updated: 7 May 2026
How AR-ADR works
A written, on-the-papers procedure designed to be accessible without a solicitor.
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Apply
Once you have the trader’s final response (or 8 weeks have passed), apply through the secure online application. Free for consumers.
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Early Resolution
A case officer reviews the file and works with both sides on the papers. Many disputes settle here.
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Adjudication
If the case does not settle, an independent adjudicator issues a reasoned written decision on a durable medium.
Built for trust
A consumer ADR scheme designed for the medical aesthetics sector — independent, transparent and accessible.
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Decided by practitioners
Cases are decided by experienced clinicians from the sector — trained in consumer ADR — not generalist legal professionals. People who actually understand the treatments. Adjudicator panel.
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Independent by design
Adjudicators are appointed for fixed terms and paid a fixed fee per case. No clinic funds the case in which they are a party. Independence & governance.
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Free for consumers
Consumers pay £0. Traders fund the service through subscription or per-case fees. Fees never affect outcomes. Costs.
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Plain English, accessible
Mainly written, conducted in plain English, with reasonable adjustments and language support available. Accessibility.
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Reasoned, written outcomes
Decisions are reasoned and provided on a durable medium. Binding on participating clinics if accepted by the consumer. Legal effect.
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Consumer-protective scope
We do not decide clinical negligence or personal injury damages. We focus on what consumer ADR is designed for: contract and service disputes.
Key information
Eligibility
Who can use AR-ADR, time limits and the typical claim cap.
Costs
Free for consumers. How traders fund the service.
Refusal grounds
When we may decline to handle a case.
Adjudicator panel
Who decides cases and how they are appointed.
Legal effect
Binding outcomes, your court rights, and acceptance.
Complaints about us
How to complain about the AR-ADR service itself.
For consumers and for clinics
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Consumers
If a private aesthetic or cosmetic surgery treatment did not go as agreed and the clinic has not put it right, AR-ADR may be able to help. The service is free.
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Clinics & traders
A structured, independent route for consumer complaints — keeping disputes out of court while protecting clinic reputation through reasoned, fair outcomes.
Why a dedicated scheme
UK consumers spend billions of pounds a year on private medical aesthetic and cosmetic surgery services. A purpose-built consumer ADR scheme bridges the gap between internal complaint handling and the courts.
AR-ADR operates under the UK consumer ADR framework, with the Chartered Trading Standards Institute (CTSI) acting as the competent authority. We complement — but do not replace — the courts, statutory regulators (CQC, GMC, NMC, GDC, GPhC) and voluntary registers (JCCP, Save Face).
We do not decide clinical negligence or personal injury damages. These are matters for the courts or, where relevant, professional regulators. More on what we cover.
Already a user?
If you already have a case with us, you can open the application to log in and continue. To start a new case, begin here.
Get in touch
If you have a question about whether your complaint is suitable for AR-ADR, you can contact us before applying. For complaints about the conduct of the AR-ADR service itself, see complaints about us.