This is to inform you that as a consumer, you have the option of contacting a local ADR entity regarding a dispute which you have been unable to settle directly with H&M.

What is ADR?
ADR is a dispute resolution procedure for the out-of- court resolution of domestic and cross-border disputes concerning contractual obligations stemming from sales contracts or service contracts between a trader established in the Union and a consumer resident in the Union through the intervention of an ADR entity which proposes or imposes a solution or brings the parties together with the aim of facilitating an amicable solution.

ADR entities are out-of-court (non-judicial) entities. An ADR entity is a neutral party (e.g. a conciliator, mediator, arbitrator, ombudsman or a complaints board) which H&M will make use of to settle disputes, if the consumer decides for an ADR settlement. The ADR process is a low-cost, simple and fast procedure and is therefore beneficial to both consumers and traders, who are able to avoid court costs and lengthy procedures.

How do I submit a complaint using the ADR process?

If you want to submit a complaint, please contact your national ADR entity below. This ADR entity will also be able to provide answers to any questions you may have about its process.

Small Claims Mediation(UK) Ltd*
33 Leicester Road
Leicester, LE84GR
United Kingdom

*This ADR entity is included in the national lists of ADR entities which comply with the binding quality requirements established by the ADR Directive (Directive 2013/11/EU on Alternative Dispute Resolution for consumer disputes)

H&M Hennes & Mauritz UK Ltd.
1st Floor
25 Argyll Street
London, W1F 7TS

Registered number: 1413450

Click here for the European Commission's Online Dispute Resolution website.