Default provider for alternative dispute resolution (ADR) – UK consumer complaints

All ADR services approved by the Standards and Regulation Board (SRB) are free to consumers. CEDR’s scheme is free of charge to consumers. RICS-regulated firms will pay a fee if a consumer takes a complaint to CEDR and it is subject to Early Settlement or is accepted for adjudication, regardless of the case outcome. This means that even if the complaint is not upheld, the firm is responsible for paying for this service and the firm cannot seek to recoup these costs from the consumer. Details of these fees are available on CEDR’s website.

If either of the parties incurs costs through the use of legal representation and/or use of the scheme, the parties agree not to claim the costs of doing so from each other, whether through the scheme or through legal action.

If they wish to use the default provider, an RICS-regulated firm should select the ‘Centre for Effective Dispute Resolution (CEDR) for consumer redress’ option on their annual return. They should familiarise themselves with CEDR’s service and fee structure, and ensure their complaints-handling procedure meets the requirements of the Rules of Conduct.

An additional ADR provider may be required for complaints regarding some surveying activities not covered by CEDR’s default service (see below).

The SRB has approved a number of ADR providers for RICS-regulated firms around the globe, and RICS has awarded CEDR the contract to be the default provider for firms based in the UK. This does not mean that it is mandatory to use CEDR’s services. Firms can select another ADR provider on the approved list. See Complaints handling and alternative dispute resolution to download the approved ADR provider lists in your region.

All the SRB-approved ADR providers, including CEDR, provide an impartial dispute resolution service. RICS plays no part in CEDR’s investigations or the decisions of its adjudicators, and has no power to change those decisions.

If there is evidence that an RICS-regulated firm has not complied with an Award from CEDR or not paid CEDR’s case fees, RICS will consider the firm/member to be non-compliant with their professional obligations. This non-compliance will be dealt with in the usual way within the RICS regulatory framework.

CEDR’s scheme can be used to settle disputes between consumers and companies regarding surveying activities. ‘Surveying activities’ are set out under Article 3 of the RICS Royal Charter.

CEDR cannot be used for disputes relating to residential agency surveying services. Firms undertaking this activity who engage CEDR as their ADR provider will therefore require an additional government-approved ADR provider for residential agency services such as lettings agency work (England and Wales), property management work (England and Wales) or estate agency work dealing with residential property (UK). Schemes that cover this work include Property Redress or The Property Ombudsman.

RICS awarded CEDR the default ADR provider contract for consumer complaints for UK-based RICS-regulated firms following a comprehensive competitive tender in Spring 2023. CEDR has acted as this default provider since 2018 and have an agreement for three years from 1 August 2023.