Make a Complaint
The primary entry point for consumers wishing to refer an eligible complaint to the ProMediate Consumer ADR Scheme.
Making a gambling complaint?
ProMediate Gambling handles eligible disputes only where the gambling operator has an ADR agreement with us. Check the dedicated eligibility and referral information before contacting the ADR team.
View ProMediate GamblingBefore You Begin
Before referring a complaint to ProMediate, consumers should normally:
- First complain directly to the trader.
- Allow the trader an opportunity to investigate.
- Receive the trader's Final Response, or wait until the trader's complaints process has concluded.
Please note that only eligible disputes can be accepted under our ADR Scheme.
Not sure which service applies?
Describe your dispute and our assistant will suggest the most relevant ProMediate service and a list of information to prepare. This is general guidance only, not legal advice, and does not decide whether your complaint is eligible. Your description is not saved. Please don't include bank details, passwords or identity numbers.
Check Eligibility
Please confirm each of the following before proceeding:
Not sure? Read Consumer Guidance.
Contact Us
To begin a Consumer ADR complaint, please email us using the contact details below.
Consumer ADR Terms and Conditions
Before asking ProMediate to deal with your complaint, please read our Consumer ADR Terms and Conditions. They explain the basis upon which we conduct the ADR process, including its voluntary and confidential nature, information sharing, data processing and retention, and the limited and proportionate use of technology and AI.
By asking ProMediate to proceed with your complaint after being provided with these Terms, you confirm that you have read them and agree to participate in the ADR process on that basis.
Read the Consumer ADR Terms and ConditionsSubmit your complaint
Please complete the short form below.
Alternatively, email enquiries@promediate.co.uk
What Happens Next
Once your complaint is received, we follow a clear and structured process:
- Step 01
Acknowledgement
We aim to acknowledge your complaint within approximately 7 days of receipt.
- Step 02
Jurisdiction & conflict checks
We confirm the complaint falls within our scheme rules and that there are no conflicts of interest.
- Step 03
Request to the trader
We notify the trader and invite them to submit their response and supporting evidence.
- Step 04
Exchange of evidence
Both parties are given the opportunity to review and respond to the evidence provided.
- Step 05
ADR Official review
An independent ADR Official impartially reviews all evidence in line with the scheme rules.
- Step 06
Written outcome
A clear, reasoned written outcome or ADR Report is issued to both parties and the case is concluded.
Accessibility
Reasonable adjustments are available on request. We can be contacted through any of the following methods:
- Email: enquiries@promediate.co.uk
- Post: ProMediate (UK) Limited, Brow Farm, Top Road, Frodsham, Cheshire, WA6 6SP
- Telephone assistance where appropriate: 0203 621 3908
Privacy
Personal information provided to ProMediate will only be used for administering the ADR process and in accordance with our Privacy Policy.
Downloadable Documents
Please review the following documents before submitting your complaint:
Frequently asked questions
Need help before submitting?
If you have questions about eligibility, the process, or how to gather your evidence, our ADR Team is ready to assist.