Complaints About ProMediate
We are committed to providing a professional, independent and impartial ADR service. If you are dissatisfied with the way we have handled your case, we want to hear from you.
When should this procedure be used?
This page is for complaints about the service provided by ProMediate (UK) Limited — not for continuing a dispute with a participating trader.
Customer service
Concerns about how you were treated by our staff or ADR team.
Delays
Unreasonable delays in acknowledging, progressing or concluding your case.
Communication
Poor communication, unanswered messages or lack of updates.
Administration
Errors in documentation, record keeping or case handling.
Accessibility
Failure to provide reasonable adjustments or alternative formats.
Conduct of an ADR Official
Concerns about the professionalism or impartiality of an ADR Official.
If you wish to continue a dispute with a trader, please use our Make a Complaint page instead.
How to complain
Use the form below to tell us about your concern. You can also make a complaint by email or post if you prefer.
Our complaints procedure
Acknowledge
We acknowledge every complaint promptly and provide a unique reference number.
Investigate
We investigate every complaint fairly and impartially, reviewing the case file and relevant correspondence.
Independent Review
Where practicable, the complaint is reviewed by someone not previously involved in the case.
Written Response
We provide a written response explaining the outcome and any steps we will take.
Our commitment
Continuous improvement
Complaints are used to improve our service. We analyse themes, identify training needs and update our processes so that similar issues are less likely to recur.
Confidentiality
Complaints are treated confidentially. Information is shared only with those who need to see it for the purposes of investigation and resolution.
Accessibility
We want everyone to be able to raise a complaint without barriers. If you need a reasonable adjustment — such as a different format, language support, or assistance completing the form — please let us know and we will do our best to help.
Complaints Policy
Read our full Complaints Policy for a detailed explanation of the procedure, timescales and your rights.
Need help?
If you are not sure whether to use this procedure, or you need help with another matter, our team is happy to assist.