The Civic Consulting of the Consumer Evaluation Consortium (CPEC) published a detailed survey on 2 December 2009 into existing ADR schemes throughout the European Union and how they work. The focus of the study is consumer ADR schemes and whether these conform with European Commission recommendations 98/257/EC and 2001/310/EC, which establish principles for the consensual resolution of consumer disputes.

The study contains detailed information on public and private schemes, as well as schemes established on the basis of cooperation between the public sector and industry, or consumer organisations and industry. The study concludes that the number of ADR bodies as well as the procedures they deploy and the status of their decisions, vary greatly across the European Union. Please see below for some selected highlights from the study:

Key conclusions

Executive Summary

United Kingdom





The Netherlands