Complaints about us
Last updated: 5 May 2026
This page is for complaints about the AR-ADR service itself — for example our conduct, communication or how we handled your case. It is not a route to challenge the merits of an adjudicator’s decision.
To challenge an outcome on procedural grounds or because of new evidence, see the internal review page. Service complaints and reviews are handled separately.
Stage 1 — Tell us
Email complaints@aestheticresolution.com or write to us at the postal address on the contact page. Please tell us:
- Your name and case reference (if any).
- What went wrong, with dates.
- What you would like us to do.
We will acknowledge within 5 working days and aim to provide a substantive response within 20 working days.
Stage 2 — Senior review
If you are not satisfied with the Stage 1 response, you can ask for a senior review by emailing complaints@aestheticresolution.com within 28 days. A senior member of staff who has not previously been involved will review the matter and respond, normally within 20 working days.
Stage 3 — External escalation
Once approval/accreditation is in place, you may escalate unresolved service complaints to:
- The Chartered Trading Standards Institute (CTSI) as the UK competent authority for ADR — for matters relating to compliance with the ADR Regulations.
- The Information Commissioner’s Office (ICO) — for data protection concerns. See our privacy notice.
- The Equality and Human Rights Commission (EHRC) — for accessibility concerns.
What service complaints will not do
- Re-open the substantive merits of an adjudication.
- Award damages.
- Replace an adjudicator’s decision.
What you can expect from us
- Acknowledgement within 5 working days.
- A reasoned written response.
- Confidential handling and proportionate use of personal data.
- No detriment to any live case as a result of your complaint.