Directive 2013/11/EU of the European Parliament and of the CouncilShow full title

Article 8 Effectiveness

Member States shall ensure that ADR procedures are effective and fulfil the following requirements:

(a)

the ADR procedure is available and easily accessible online and offline to both parties irrespective of where they are;

(b)

the parties have access to the procedure without being obliged to retain a lawyer or a legal advisor, but the procedure shall not deprive the parties of their right to independent advice or to be represented or assisted by a third party at any stage of the procedure;

(c)

the ADR procedure is free of charge or available at a nominal fee for consumers;

(d)

the ADR entity which has received a complaint notifies the parties to the dispute as soon as it has received all the documents containing the relevant information relating to the complaint;

(e)

the outcome of the ADR procedure is made available within a period of 90 calendar days from the date on which the ADR entity has received the complete complaint file. In the case of highly complex disputes, the ADR entity in charge may, at its own discretion, extend the 90 calendar days’ time period. The parties shall be informed of any extension of that period and of the expected length of time that will be needed for the conclusion of the dispute.