Complaint Handling
The Courage to Resolve a Complaint: Why Saying Sorry Can Matter More Than Money
Why do consumer complaints escalate? The psychology of grievances, apologies, fairness and the role of independent ADR.
Independent ADR Provider
Independent Consumer Alternative Dispute Resolution
A fair, independent way to resolve consumer complaints without going to court.
- Free to eligible consumers
- Impartial process
- Written outcomes
ProMediate is currently certified by the Chartered Trading Standards Institute (CTSI) as an Alternative Dispute Resolution provider. ProMediate is participating in the transition to the new ADR approval regime. We are also a Civil Mediation Council Registered Mediation Provider.
Civil Mediation Council
Registered Mediation Provider
Our ADR Services
Main service
Consumer ADR
Independent dispute resolution for consumers and participating businesses.
Consumer ADRGambling ADR
Independent dispute resolution for gambling operators and their customers.
Gambling ADRCommercial Mediation
Civil and commercial mediation for businesses, professionals and individuals.
Commercial MediationParticipating Traders
View all participating tradersProMediate currently provides Consumer ADR for complaints involving participating traders, including those listed below. Further participating traders will be added as our schemes expand.
Make a Complaint
If you have completed the trader's internal complaints procedure and remain dissatisfied, you may be able to refer your complaint to ProMediate. ADR is free to eligible consumers and provides an alternative to court proceedings.
Start Your ComplaintBefore submitting your complaint please ensure that:
- You have first complained directly to the trader.
- The trader has issued its Final Response (or the applicable period has expired).
- Your complaint falls within the scope of the relevant ADR Scheme.
How ADR works
- 1
Complaint received and eligibility checked.
- 2
Trader responds and evidence is exchanged.
- 3
ADR Official considers the complaint, using mediation or evaluation where appropriate.
- 4
Written outcome issued and complaint concluded.
ProMediate aims to conclude Consumer ADR disputes within 28 days of receiving the complete complaint file. Some disputes may require additional time because of their complexity or because further information is required. Where applicable, the parties will be informed of any extension required in accordance with the Consumer ADR regulatory framework.
Consumer Guidance
Guidance on how ADR works, your rights during ADR, what information to provide, what happens after ADR, and frequently asked questions.
Learn moreTrader Guidance
Information for participating traders on complaint referrals, response times, evidence requirements, complaint handling and ADR procedures.
Learn moreWhy choose ProMediate?
Independent
We are an independent ADR provider committed to fairness, impartiality and transparency. Every complaint is considered on its own merits.
Free to Consumers
There is no charge to eligible consumers for using our Consumer ADR Scheme.
Accessible
Our service is designed to be straightforward and accessible. We will make reasonable adjustments wherever required to enable everyone to participate fully.
Experienced ADR Officials
Our ADR Officials have extensive experience in mediation, dispute resolution and the justice system.
Transparent
Our Scheme Rules explain clearly how complaints are handled, the stages of the process and the possible outcomes.
Confidential
Information provided during ADR is treated confidentially in accordance with our Privacy Policy and applicable data protection legislation.
Meet the ADR Officials
Our ADR Officials, Peter Causton and Joanne Holland, are experienced dispute resolution professionals committed to an independent, fair and transparent service.
Learn morePolicies & Downloads
ADR Scheme Rules, guidance, privacy, accessibility, conflict of interest and data retention policies, and accreditation information.
Learn moreNews & Blog
News, legal developments and articles on ADR, consumer rights, good complaint handling and mediation.
Learn moreKnowledge Centre
Latest News & Insights
Legal Updates
The DMCC Act and the New Consumer ADR Landscape: A Turning Point for Consumer Dispute Resolution
The Digital Markets, Competition and Consumers Act 2024 introduces mandatory accreditation, tougher oversight and clearer consumer rights across Alternative Dispute Resolution in the UK.
Legal Updates
Consumer ADR and the DMCC Act: Strengthening Consumer Protections
The DMCC Act replaces the 2015 Consumer ADR Regulations with stricter accreditation, standardised procedures and clearer duties on traders to notify consumers of their ADR rights.
Consumer Rights
Consumer ADR and Housing Complaints: What the Renters' Rights Reforms Mean
The Renters' Rights reforms strengthen tenants' complaint routes and expand the role of redress schemes. Here is how Consumer ADR fits alongside the Housing Ombudsman and the new landlord redress landscape.
ADR Explained
ADR Accreditation and Consumer Contracts: What the DMCC Act Requires
Under the DMCC Act, only accredited providers can offer ADR in consumer contract disputes. Here are the accreditation criteria every scheme — and every trader choosing one — needs to understand.
Consumer Guidance
Consumer Complaints Guidance: What to Do After the Trader's Final Response
A step-by-step guide for consumers on what to do when a trader's complaint process has concluded — how to prepare for ADR, when to involve Trading Standards, and how to draft an ADR request.
Consumer Guidance
Arbitration Clauses in Consumer Contracts: Why Mediation is a Fairer Alternative
Mandatory arbitration clauses in consumer contracts can be struck out as unfair. Mediation offers a proportionate, consumer-friendly alternative that fits the DMCC Act framework.
Consumer Guidance
Where to Go with a Consumer Dispute: A Signposting Guide
A concise signposting guide for consumers unsure where to take a complaint — covering internal complaints, sector ombudsman schemes, accredited ADR providers, Trading Standards and the courts.
ADR Explained
The Evolution of Consumer ADR in the UK
From the Government's early championing of Alternative Dispute Resolution to the DMCC Act 2024 — how Consumer ADR has grown from a policy ambition into a regulated cornerstone of the UK consumer market.
Contact
Contact Us
Get in touch with ProMediate (UK) Limited using the details opposite, or visit our contact page to send an enquiry.
Registered Office
Brow Farm, Top Road, Frodsham, Cheshire, WA6 6SP
Telephone
0203 621 3908Company Number
09328473
VAT Registration Number
214254050