Accessibility & Reasonable Adjustments
At ProMediate (UK) Limited we are committed to ensuring that our Alternative Dispute Resolution service is accessible to all consumers and traders. We recognise that some individuals may require additional assistance in order to participate fully in the ADR process. We will make reasonable adjustments wherever practicable to enable everyone to access our service fairly and effectively.
Our Commitment
We aim to provide a service that is accessible, fair, inclusive and respectful. We will consider individual needs and make reasonable adjustments wherever possible.
Accessible
Our service is designed to be reachable and usable by everyone.
Fair
We treat every party impartially and without prejudice.
Inclusive
We welcome all consumers and traders regardless of background or circumstance.
Respectful
We interact with dignity, courtesy and understanding at every stage.
Easy to understand
We use plain English and explain processes clearly.
Free from discrimination
We do not discriminate on any protected characteristic.
Reasonable Adjustments
Examples of adjustments we can consider. Each request is assessed individually and we will do our best to accommodate your needs.
Extra time
Additional time for submitting information or responding to requests.
Larger font documents
Documents provided in larger print or alternative formats.
Accessible electronic formats
Documents supplied in screen-reader-friendly or structured formats.
Telephone assistance
Support via phone where appropriate to the case.
Video meetings
Remote meetings for those who cannot attend in person.
Additional breaks
Extra breaks during meetings to accommodate individual needs.
Interpreters & translation
Use of interpreters or translation services where appropriate.
British Sign Language
BSL interpreters arranged where required.
Support person present
Permission for a family member, support worker or representative to assist.
Alternative communication
Different methods of contact to suit individual preferences.
Vulnerable Consumers
We recognise that vulnerability may arise because of a wide range of circumstances. We encourage parties to tell us if they require any additional support.
Language
Our ADR Scheme is conducted in English. Where appropriate, parties may arrange for translation or interpretation services at their own expense unless otherwise agreed.
Representatives
Parties may appoint a representative, instruct a solicitor or barrister, or ask another person to assist them. Please notify us if somebody will be acting on your behalf.
Digital Accessibility
Our website is designed to be usable on desktop computers, tablets and mobile devices. If you experience difficulties accessing information, please contact us and we will provide it in an alternative format where reasonably practicable.
How to Request an Adjustment
Please contact us before or during the ADR process. We will consider every request carefully.
Tell us what you need
Explain what assistance you require to participate fully.
Best way to communicate
Let us know how we can best reach you and share information.
Document formats
Request documents in another format if that helps.
Equality and Inclusion
ProMediate (UK) Limited is committed to treating all parties with dignity, courtesy and respect. We do not discriminate on any protected characteristic recognised by law.
Downloadable Policies
The following policy documents are published in full on this website.
Accessibility Policy
Our formal policy on accessible service delivery and digital accessibility.
Reasonable Adjustments Policy
How we identify, assess and deliver reasonable adjustments for ADR participants.
Equality, Diversity & Inclusion Policy
Our commitment to fair, equitable and inclusive dispute resolution.
Vulnerable Consumers Policy
How we identify vulnerability and support consumers who need extra assistance.
Contact Us
If you require any reasonable adjustment before referring a complaint or during the ADR process, please contact us. We will be pleased to discuss how we can assist.