ALTERNATIVE DISPUTE RESOLUTION (ADR) FOR EU RESIDENTS

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 then you can refer your complaint to Consumer Arbitration*. This ADR entity will also be able to provide answers to any questions you may have about its process.

https://www.cdrl.org.uk/consumer-arbitration/

Consumer Arbitration
12 – 14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes, MK12 5TW
United Kingdom

*Consumer Arbitration is approved by the CTSI to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015.