Your Alternative Dispute Resolution (ADR) Options
We will always try to help you in any way we can with your concerns.
If you have yet to contact us regarding your complaint, you can find our Complaints Process here.
However, it may not always be possible to resolve a concern to your satisfaction and, should this occur, please see below your Alternate Dispute Resolution (ADR) options.
Halfords Limited (Retail)
If, after we have provided a final response to your claim, you are unhappy with the outcome, you can refer your complaint to Consumer Arbitration.
Consumer Arbitration is an ADR service approved by the Chartered Trading Standards Institute (CTSI) to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, and accredited by CTSI under Part 4, Chapter 4 of the Digital Markets, Competition and Consumers Act 2024. You will need to refer your complaint to them within 12 months of receiving our final response.
For further information or to submit your complaint to Consumer Arbitration, please visit www.consumerarbitration.co.uk. Alternatively, your complaint can be addressed to:
Consumer Arbitration
12–14 Walker Avenue
Stratford Office Village
Wolverton Mill T: 0203 540 8063
Milton Keynes E: administrator@cdrl.org.uk
MK12 5TW W: www.consumerarbitration.co.uk
Halfords Limited is a Participating Member of Consumer Arbitration and is therefore willing to submit itself to its ADR procedure.
Halfords Limited has opted to cover the consumer fee. The service is therefore free to you and no costs are payable to submit your case.
To proceed with arbitration
To ensure that the arbitration is impartial and independent of Halfords Limited, you will need to complete an online application and upload the evidence you wish the Arbitrator to review. You can do this via www.consumerarbitration.co.uk
Completing and submitting the form
Please include all evidence you wish to rely on when you submit your application. Consumer Arbitration will confirm when the file is complete, after which no further evidence can be admitted.
What happens next?
Once submitted, Consumer Arbitration will acknowledge your application and request our defence. We will have 21 days to provide it. The Arbitrator's Award is final and binding on both parties and is legally enforceable in the courts.”
Halfords Autocentres Limited
If we have exhausted our internal complaints handling procedure and we inform you in writing that we cannot settle your complaint, you have the option of referring your complaint to an Alternative Dispute Resolution ("ADR") provider to deal with the same. Halfords Autocentres is a member of an organisation that offers a dispute resolution service with the National Conciliation Service. Full details can be found at www.nationalconciliationservice.co.uk.