Posted: 4 November, 2024. Written by Abena Asare - Frimpong
RECC hails success of move to adjudication
In Summer 2023, RECC made a significant change to its Dispute Resolution Process, transitioning the final stage from arbitration to adjudication. Now, more than a year on, we are delighted with the results.
Since going live, over 70 disputes have gone to adjudication and the results clearly indicate that the shift has proven beneficial for RECC members and their consumers. Importantly, the enhanced transparency and efficiency of the adjudication process has fostered greater satisfaction and trust.
In 83% of cases, the adjudicator upheld the consumer’s complaint in full or in part, setting out clearly where the code and/or MCS standards had not been met. In 2024, Consumers have been awarded over £90,000, though successful cases have also included decisions with non-financial remedies, e.g. requiring an apology to be issued or providing missing handover documentation.
In 17% of cases, the adjudicator did not uphold the consumer’s complaint, clearly setting out how the member had met its contractual expectations.
Decisions have generally been published within 45 working days providing both parties with a timely resolution to the dispute. This efficiency has helped prevent protracted court proceedings and contributed to the overall effectiveness of the Dispute Resolution Process.
What our members say…
It is clear from our members’ feedback that the adjudication process is viewed as an effective and engaging alternative to arbitration.
Members have welcomed having the opportunity to express their views throughout the process, increasing their sense of involvement and empowerment. A proposed decision is issued before a final decision is made, giving both parties an opportunity to make comment and, if required, submit additional supporting evidence. Generally, members have felt more engaged in this process than with arbitration, and felt that it was a simpler process to understand and participate in. Though a fee is payable for the service, it has been recognised that paying a fixed one-off fee can protect members from unexpected costs. Additionally, the possibility of recovering some costs if the consumer's claim is not upheld adds an extra layer of reassurance.
Overall, this combination of efficiency, engagement, and cost-effectiveness has made the adjudication process a preferred option for our members. You can find more information here: www.recc.org.uk/consumers/how-to-complain/independent-arbitration