Consumer Guidance
Helping You Understand Alternative Dispute Resolution
We understand that making a complaint can sometimes feel daunting. This page explains how our Consumer ADR Scheme works, what you can expect and how you can help us deal with your complaint as quickly as possible.
To provide an independent, fair and accessible service for eligible consumer disputes.
Before You Refer Your Complaint
Before referring a complaint to ProMediate, you should normally:
- Raise your complaint directly with the trader.
- Give the trader a reasonable opportunity to investigate and respond.
- Obtain the trader's Final Response or allow the relevant response period to expire.
- Ensure your complaint falls within one of our participating ADR schemes.
If you are unsure whether your complaint is eligible, please contact us before submitting your application.
What Happens After I Submit My Complaint?
Once we receive your complaint we will:
- 1
Acknowledge receipt.
- 2
Check whether the complaint falls within our jurisdiction.
- 3
Carry out a conflict of interest check.
- 4
Request information from the trader where appropriate.
- 5
Exchange relevant evidence.
- 6
Consider whether further information is required.
- 7
Seek to resolve the dispute using the appropriate ADR process.
- 8
Notify both parties of the outcome in writing.
How Long Will It Take?
We aim to acknowledge complaints within 7 days.
Once we have received the complete case file from both parties, most complaints will be concluded within approximately 28 days, although more complex cases may require longer.
If additional time is needed, we will keep both parties informed of progress.
Your Rights During ADR
Throughout the ADR process you have the right to:
- Present your evidence.
- Explain your position.
- Comment on the trader's evidence.
- Seek independent legal advice.
- Be represented by another person if you wish.
- Request reasonable adjustments where required.
Participation in ADR does not affect your legal rights.
Accessibility
We are committed to making our ADR service accessible to everyone.
Reasonable adjustments can include:
- additional time for responses;
- accessible formats;
- telephone or video meetings;
- assistance for consumers with disabilities or communication needs.
If you require any adjustments, please let us know as early as possible.
Confidentiality
Information provided during the ADR process will be treated confidentially in accordance with our Privacy Policy and applicable data protection legislation.
Frequently Asked Questions
Useful Documents
You may also wish to download:
Need Further Help?
If you are unsure whether your complaint is eligible for ADR or have any questions about the process, please contact us.