PART 4Trader information requirements
Consumer information by traders19
1
Where a trader is obliged to use alternative dispute resolution services provided by an ADR entity under—
a
an enactment; or
b
the rules of a trade association to which the trader belongs,
the trader must provide the name and website address of the ADR entity—
c
on the trader’s website, if the trader has a website; and
d
in the general terms and conditions of sales or service contracts between the trader and a consumer.
2
Where a trader has exhausted its internal complaint handling procedure when considering a complaint from a consumer relating to a sales contract or a service contract, the trader must inform the consumer, on a durable medium—
a
that the trader cannot settle the complaint with the consumer;
b
of the name and website address of an ADR entity which would be competent to deal with the complaint, should the consumer wish to use alternative dispute resolution; and
c
whether the trader is obliged, or prepared, to submit to an alternative dispute resolution procedure operated by that ADR entity.
3
The trader information requirements set out in paragraphs (1) and (2) apply in addition to any information requirements applicable to traders regarding out-of-court redress procedures contained in any other enactment.