To make a complaint through the Dispute Resolution Service (DRS) you will need to complete a Complaint Form and submit it via your Online Services account. If you do not have an existing account or are acting as a representative you will need to create an account in order to proceed. The Account Name used to submit the complaint will be taken as the lead complainant.
You must submit ALL of your information and supporting evidence with your complaint. You should not assume that you will get another chance to submit further evidence, or that the expert will do any additional research into your case. Not recognising the formal nature of the process and the need for evidence are the biggest mistakes made by unsuccessful complainants.
What you should do to make a complaint
Read the DRS Policy and Procedure
Read the guidance booklet Making a complaint
Making a complaint provides a comprehensive insight to the DRS along with a step-by-step guide to the whole process for complainants.
Read the Experts’ Overview
The Experts’ Overview is a document written by our panel of independent experts to help you understand how they interpret the Policy and Procedure when making decisions.
Guidance questions and example complaint form
The Complaint Guidance Questions and the Example Complaint Form documents are designed to help you draft your own complaint form by providing prompts for issues you should consider and providing an example of a completed form.
Draft your complaint as Word Document
Use the Complaint Guidance Questions as a guide to help you structure your draft. You have a maximum of 5,000 words to explain your complaint.
Gather your supporting evidence
You will need documents such as trademarks, Companies House documentation, invoices, screen shots, communication (letters and emails) and other material as supporting evidence. If you have a ‘reputation’, the expert will need proof of this. Just saying that you do is not enough. An expert cannot find in your favour if you have not given them proof.
Once you have completed the above 6 steps, if you have an account with us log in and complete the online form. If you don't have an account with us or are acting as a representative create a new account first. You can copy and paste your complaint from your Word Document draft into the Online Form. Remember to upload your supporting evidence or let us know that you will be submitting paper documents.
What you need to show in the complaint form
The DRS Policy states that as a complainant you must prove, on the balance of probabilities, that: