b'We have used the process twice, and in both cases the customer had been told by a 3rd party heating engineer that the reason for a damaged boiler was the delivery of water from a fuel delivery. These are always difficult to manage, as the customer is stuck between Chris Bingham Craggs Energy two professionals with different views. The ADR team provides a very simple and low cost route to bring an independent 3rd party into the dispute. In both cases the detailed evidence was in our favour and the cases were closed without any need for formal legal process and costs. It also take a fraction of the management time that a legal case would soak up.'