Alternative dispute resolution (ADR) for EU residents

ADR is a dispute resolution procedure for the out-of- court resolution of domestic and cross-border disputes concerning contractual obligations stemming from sales contracts or service contracts between a trader established in the Union and a consumer resident in the Union through the intervention of an ADR entity which proposes or imposes a solution or brings the parties together with the aim of facilitating an amicable solution.  ADR entities are out-of-court (non-judicial) entities. An ADR entity is a neutral party (e.g. a conciliator, mediator, arbitrator, ombudsman or a complaints board) which H&M will make use of to settle disputes, if the consumer decides for an ADR settlement. The ADR process is a low-cost, simple and fast procedure and is therefore beneficial to both consumers and traders, who are able to avoid court costs and lengthy procedures.

How do I submit a complaint using the ADR process? 

If you want to submit a complaint, please contact your national ADR entity below.

This ADR entity will also be able to provide answers to any questions you may have about its process. 

Consumer Arbitration* 

12 – 14 Walker Avenue 

Stratford Office Village, Wolverton Mill 

Milton Keynes, MK12 5TW 

www.consumerarbitration.co.uk 

*Consumer Arbitration is approved by the CTSI to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015. 

COS  is part of the H & M Group and has its registered office in Stockholm   

H&M Hennes & Mauritz GBC AB 

Mäster Samuelsgatan 46 A 

106 38 Stockholm 

SWEDEN   

Registered number: GBC – 5560701715