If I take my complaint to arbitration, who conducts the arbitration?

All members of the ABTA arbitration panel are chartered arbitrators or members of the Chartered Institute of Arbitrators. An arbitrator is a neutral person who makes a legal and binding decision (an award) after considering the evidence that both the claimant and respondent submit.

The role of an arbitrator is similar to that of a judge and the award will be conducted fairly and neutrally. Arbitration is a legal process and the arbitrator must make his or her decision based on the law.

About the arbitration scheme
The scheme is administered by an external organisation who employ qualified arbitrators. This means that your claim will be considered in the same way as it would in a court of law. The main difference is that the arbitrator will assess your claim on documentation only, which may include video or photographic evidence. Basically, the arbitrator will review your claim, the company's defence and issue a legally binding decision – the award.

Next steps
Find out more about ABTA's arbitration scheme.

  • Arbitration