Eligibility
Last updated: 5 May 2026
Use this page to check whether AR-ADR can look at your complaint. If you are not sure, contact us before applying.
Who can use AR-ADR
- You are a consumer — an individual acting outside a business or profession.
- The dispute is about a private medical aesthetic or cosmetic surgery service.
- The trader is established in the UK.
What you must do first
- Complain directly to the trader.
- Either receive a final response (sometimes called a “deadlock letter”), or wait until 8 weeks have passed since you first complained.
- Apply to AR-ADR within 12 months of the trader’s final response or deadlock.
Claim value
The typical claim value cap is £15,000, unless we agree otherwise on the facts of the case.
What we do not cover
- Clinical negligence claims.
- Personal injury damages.
- Disputes between two businesses.
- Disputes about NHS-funded treatment.
- Matters that are or have been before a court, tribunal or other ADR body where a final determination was made.
- Complaints about the conduct of regulated professionals — these are matters for their professional regulator.
For the full list of when we may decline, see refusal grounds.
Frequently asked questions
Who can apply?
Consumers who bought a private medical aesthetic or cosmetic surgery service from a UK-established trader and have already complained to that trader.
How long do I have to apply?
You should apply within 12 months of the trader’s final response or deadlock letter.
Is there a claim value limit?
Yes — typically £15,000, unless agreed otherwise.
Does AR-ADR decide clinical negligence claims?
No. AR-ADR does not determine clinical negligence or personal injury damages. Those are matters for the courts or, where relevant, professional regulators.
Do I need a lawyer?
No. The procedure is designed to be used without legal representation, but you may use a representative if you choose. See how ADR works.