These ADR measures introduced systems for consumers and businesses to resolve disputes without going to court by involving neutral third parties e.g. Ombudsmen or Consumer Complaints Boards. The third party can impose a decision or mediate a compromise.

This represented our latest battle in making sure rights make it off the paper they are written on and become effective defences for consumers.

This is valuable because in a recent survey 48% of EU consumers said they would not go to court individually for harm valued at less than €200 and 8% would not go regardless of the value.