Alternative dispute resolution

ADR services, Section 75 chargeback, small claims court — the external routes if we can't resolve a dispute between us.

Alternative dispute resolution (ADR) and chargeback

If our internal complaints procedure hasn't resolved a dispute, you have other routes — we want you to know what they are.

Your ADR options

Route	When to use it	How
Citizens Advice	You want free, impartial advice before deciding	citizensadvice.org.uk · 0808 223 1133
Trading Standards (Scotland)	You believe consumer law has been broken	Via Advice Direct Scotland: 0808 164 6000
The Furniture & Home Improvement Ombudsman (FHIO)	You want a binding third-party decision on a furniture dispute	fhio.org — note: we are not currently a member, so this requires our voluntary participation
Online dispute resolution (EU residents only)	Cross-border online purchase disputes	ec.europa.eu/consumers/odr
Small claims court (Scotland)	Value of claim under £5,000	Simple Procedure via your local Sheriff Court

Chargebacks

If you paid by debit or credit card and we've been unable to resolve the issue, you may be entitled to a chargeback through your bank. This is a refund initiated by your card issuer.

Debit card — chargeback via the Visa or Mastercard scheme. Apply within 120 days.
Credit card over £100 — Section 75 of the Consumer Credit Act 1974 makes your card issuer jointly liable. No time limit beyond the standard six years for breach of contract.

Before you escalate

It is much faster (and cheaper) for both sides to resolve through our complaints process. We have a 14-day target for response and a strong record of resolving in-house. Please give us the chance first.