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The Retail Ombudsman (TRO) was an Ombudsman for the retail industry in the United Kingdom from January 2015 to July 2017.

Its role was to resolve disputes between retailers and retail customers.^[1]

Background

In July 2015 The EU Alternative Dispute Resolution Directive was planned to come into force. It was delayed until 1 October 2015 in line with the Consumer Rights Act 2015.

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Under the new system companies are obliged to point customers to private complaints-handling companies but would not be bound by their decisions unless they agreed to subscribe to the ADR scheme. This directive allowed for more private companies to handle consumer complaints in sectors including retail, aviation, furniture and property.

On 1 January 2015, barrister Dean Dunham started as the Chief Ombudsman at the Re