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 (UK) Limited provides independent Alternative Dispute Resolution (ADR) for consumer disputes involving participating traders.
Our aim is to resolve complaints fairly, impartially and efficiently through an accessible process that is free to eligible consumers.
ADR provides an alternative to court proceedings by helping consumers and traders resolve disputes through mediation, conciliation, facilitated negotiation or neutral evaluation where appropriate.
Why 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.
Participating Traders
ProMediate 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.
Before 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.
Our ADR Process
Our process is designed to be clear, fair and straightforward.
- 1
Complaint received.
- 2
Eligibility and conflict checks.
- 3
Trader invited to respond.
- 4
Evidence exchanged.
- 5
ADR Official considers the complaint.
- 6
Mediation, conciliation or neutral evaluation where appropriate.
- 7
Written outcome issued.
- 8
Complaint concluded.
Most complaints are completed within approximately 28 days of receiving a complete case file, although more complex cases may take longer.
Consumer Guidance
We have produced a range of guidance to help consumers understand:
- how ADR works;
- your rights during ADR;
- what information you should provide;
- what happens after ADR;
- frequently asked questions.
Trader Guidance
Information for participating traders includes:
- complaint referrals;
- response times;
- evidence requirements;
- complaint handling guidance;
- ADR procedures.
Commercial Mediation
In addition to Consumer ADR, ProMediate also provides commercial mediation services for businesses, organisations and individuals through our specialist mediation service.
Our mediators regularly assist in resolving disputes involving:
- Commercial litigation
- Property disputes
- Probate and inheritance disputes
- Professional negligence
- Employment disputes
- Boundary disputes
- Civil and commercial claims
Meet the ADR Officials
Our ADR Officials are experienced dispute resolution professionals committed to delivering an independent, fair and transparent service.
Read more about:
- Peter Causton
- Joanne Holland
Recognised standards
ProMediate is a Civil Mediation Council Registered Mediation Provider. Space is reserved for our CTSI Accredited ADR Provider logo once accreditation has been granted.
Policies & Downloads
Our website contains a comprehensive range of documents including:
- ADR Scheme Rules
- Consumer Guidance
- Trader Guidance
- Privacy Policy
- Accessibility Policy
- Conflict of Interest Policy
- Data Retention Policy
- Complaint Forms
News & Blog
Read the latest news, legal developments and articles on:
- Alternative Dispute Resolution
- Consumer rights
- Good complaint handling
- Mediation
- Developments in dispute resolution
Contact Us
Get in touch with ProMediate (UK) Limited using the details opposite, or visit our contact page to send an enquiry.