What happens if I reject the recommendation?

The dispute moves to Tier 2 (human-reviewed) and then to external escalation if Tier 2 is also rejected. Funds remain in escrow. You and the customer keep all your other legal rights and remedies. External routes include Money Claim Online (under £10,000), the County Court, and ADR providers such as The Furniture & Home Improvement Ombudsman where membership applies.