Our ADR Process
Our structured Alternative Dispute Resolution process is designed to resolve disputes fairly, efficiently and transparently. Every eligible complaint follows a clear process which ensures both parties have the opportunity to present their case.
How the ADR Process Works
The flowchart below provides a visual overview of each stage of our ADR process.
Note: the flowchart is a general illustration. ProMediate does not operate a single fixed mediation model. Following completion of the independent ADR Report, the ADR Official will seek to facilitate settlement between the parties. Depending upon the nature of the dispute, this may involve telephone discussions, online meetings, written negotiations by email, or such other communication methods as the ADR Official considers appropriate. The process will be tailored to the particular dispute whilst remaining fair, proportionate, independent and impartial.
Each stage explained
Select any stage to read a plain-English explanation of what happens.
Key Principles
Our ADR service is built on six core principles that guide everything we do.
Independent
We act independently of both consumers and traders.
Impartial
Every complaint is considered fairly and on its merits.
Confidential
All communications and information are treated in confidence.
Free to Consumers
Our ADR service is free of charge to consumers.
Accessible
Reasonable adjustments and alternative submission methods are available.
Transparent
Our process, rules and outcomes are clear and openly published.
Typical Timescales
- 1AcknowledgementNormally within 7 days.
- 2Trader responseNormally 10 working days.
- 3Comments on evidenceNormally 10 working days.
- 4Progress updatesNormally every 14 days.
- 5OutcomeNormally within 90 days of receipt of the complete case file.
Frequently asked questions
Start your complaint today
If your complaint is eligible for the ProMediate Consumer ADR Scheme, you can submit it online.