Refusal grounds

Last updated: 5 May 2026

AR-ADR may refuse to deal with a dispute on any of the following grounds. We will tell you in writing if we refuse, and we will say which ground applies and why.

Grounds on which we may refuse a case

1. The consumer has not first attempted to contact the trader. The consumer must complain to the trader before applying.
2. The dispute is frivolous or vexatious.
3. The dispute has previously been considered, or is currently being considered, by another ADR entity or court.
4. The claim value is below or above the scheme limits. The typical claim value cap is £15,000.
5. The consumer has not submitted the complaint within 12 months of complaining to the trader.
6. Dealing with the dispute would seriously impair the effective operation of the ADR scheme.
7. The dispute falls outside the scheme’s subject-matter scope. AR-ADR does not handle clinical negligence, personal injury damages, NHS-funded care, business-to-business disputes, or matters reserved for professional regulators.
8. The trader is not established in the UK.
9. The complaint is essentially the same as one already determined by AR-ADR or another body.
10. The information provided is so incomplete that the dispute cannot fairly be considered, and the consumer has not provided the missing information when asked.

If we refuse

• We will write to you explaining the ground for refusal and the reasoning.
• We will, where possible, signpost you to other appropriate routes — for example small claims, professional regulators, or other ADR providers.
• You can ask for an internal review of a refusal decision in limited circumstances.
• Refusal does not affect your right to bring court proceedings.

Time we tell you

We aim to tell you within 21 days of receiving your complete application whether we will deal with it.