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Online Dispute Resolution (ODR)

If consumers have a complaint about goods or service they have bought, instead of going to court, they can choose Alternative Dispute Resolution (ADR). The term ADR includes all the ways of resolving a complaint which do not involve going to court. Typically consumers ask a neutral third party to act as an intermediary between them and the trader (Berkeley Burke). The neutral third party can then suggest or impose a solution, or simply bring the consumer and trader together to discuss how to find a solution. Compared with going to court, ADR is usually quicker, simpler and costs less. The Online Dispute Resolution (ODR) platform is an ADR procedure conducted entirely online and is provided by the European Commission.

Berkeley Burke Complaints Procedure

At Berkeley Burke we have our own complaints procedure, which we urge that you follow instead of ODR.  In the first instance, you should contact your primary contact at Berkeley Burke. If you are unsure who your usual contact is, and you still wish to register a complaint, please contact Berkeley Burke directly using the contact form details on our complaints page.

If you remain dissatisfied after Berkeley Burke have reviewed your complaint, you still have the right to refer your complaint to the Financial Ombudsman Service (FOS) (within certain time constraints), using the contact details for FOS on the complaints page.


The ODR platform rules apply to business to consumer contracts. Moreover, you can only use the ODR system if your complaint is about an online purchase.
Please note that the links below to the ODR website are provided for information purposes only. Berkeley Burke takes no responsibility for the accuracy, legality or content of the external site or for any subsequent links. Please contact the external site administrator for answers to questions regarding its content.

European Commission


European Commission
If you have a complaint about a purchase and you don't want to have to go to court, or use the Berkeley Burke complaints procedure, you may be able to use ODR. The ODR site, which can be accessed via the link above, has been set up by the EU to help unsatisfied customers. You can use it to make a complaint about goods or services you bought over the internet and find a neutral third party to handle the dispute. Important: you can only use the ODR system if your complaint is about an online purchase.

If you require any further information relating to Online Dispute Resolution, please click the buttons below to access this information via the ODR website.

ODR User Guide Button ODR FAQ Button


ODR Process
To see a guide detailing how long each stage of the process will take, please click the ODR Timeline button below. However, the various stages in the ODR process are summarised below.

ODR Timeline Button
Stage 1: Complaint Submitted
You have completed the online complaint form and submitted it to the ODR website, and Berkeley Burke has received it. You have 30 days from this point to agree with Berkeley Burke on the third party dispute resolution body that will handle your dispute.

Stage 2: Agreement On Dispute Resolution Body
Once you and Berkeley Burke have decided upon the third party dispute resolution body that will handle your dispute, the ODR website will automatically send the details of your dispute to that body. If you cannot agree, your complaint will not be processed further.

Stage 3: Dispute Handled By The Dispute Resolution Body
The dispute has been sent to a third party dispute resolution body. The dispute resolution body then has three weeks to decide whether it is competent to deal with your dispute and inform you thereof.

Stage 4: Outcome of the Procedure
Once the procedure is over, the dispute resolution body will inform you of the outcome. This outcome varies per dispute resolution body. The third party dispute resolution body will have an outcome for your dispute within 90 days.

European Commission Contact Point - United Kingdom
1 Sylvan Court
Sylvan Way
Southfields Business Park
Basildon

Essex
SS15 6TH 
United Kingdom

Tel: +44 (0)1268 886 690 

Fax: +44 (0)1268 582 225 

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Regulation
Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Regulation on consumer ODR).  To access a full PDF copy of this Regulation, please click the button below:

ODR Regulation Button

Directive
Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Directive on consumer ADR).  To access a full PDF copy of this Directive, please click the button below:

ODR Directive Button

Berkeley Burke Group Limited is registered in England with company number 04136164, and is Authorised and Regulated by the Financial Conduct Authority through our subsidiary companies.

See Compliance page for further information.

© Berkeley Burke 2016