Online Dispute Programme

Online Dispute Resolution (ODR) platform


From 15 February 2016, the European Commission will make an online dispute resolution (ODR) platform available on their website, which will allow consumers who have a complaint about a product or service bought online to submit the complaint using the platform. It will facilitate resolution of complaints rather than actually resolving them.

Complaints submitted to the platform will be dealt with by approved alternative dispute resolution (ADR) providers such as the Financial Ombudsman Service (the ombudsman service). The European ODR Regulation requires firms to provide certain information to consumers about the ODR platform.

The Department for Business, Innovation and Skills (BIS) has produced detailed guidance for businesses on the ODR requirements (see the ODR Annex).

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