Consumers who use a Which? Trusted Trader will now be offered free Alternative Dispute Resolution (ADR) services from the Dispute Resolution Ombudsman (DRO) to resolve a complaint when something goes   wrong.

Which? Trusted Traders endorses traders nationally, across a range of services, from garages to home improvement. Endorsed traders and their customers will now benefit from the ADR services of DRO as part of their membership of Which? Trusted Traders. Part of the traders’ commitment to the Which? Code of Conduct is to be bound by the decisions of the Ombudsman.

Once a consumer has exhausted the in-house complaints procedure of the trader, and if no more than 12 months have passed since the service was provided, they can bring a dispute to the Dispute Resolution Ombudsman. For a full list of instances when a consumer can file a dispute with the Ombudsman, please see

The Ombudsman operates independently to ensure fairness in each and every dispute. Their aim is to get a fair resolution for both consumers and traders.

Raj Kakar-Clayton from Which? Trusted Traders says:

“We want every consumer who uses a Which? Trusted Traders endorsed tradesperson to have a positive experience. However, when things don’t go to plan, we also want to ensure they can resolve complaints easily, fairly and quickly. Our partnership with the Dispute Resolution Ombudsman will help traders provide enhanced customer service.”

Kevin Grix, CEO and Chief Ombudsman at the Dispute Resolution Ombudsman, says: “Which? Trusted Traders is part of the UK’s largest consumer organisation and we recognise that their work assessing traders and protecting consumers is amongst the best in class. We have been providing specialist dispute resolution services to consumers and businesses for almost 25 years. During this time, we have established market leading expertise in retail, furniture and home improvement related dispute resolution and we are proud that this has been recognised by Which? Trusted Traders.