Independent Alternative Dispute Resolution
ProMediate (UK) Limited provides an independent Alternative Dispute Resolution (ADR) service for eligible disputes referred by Clarks following completion of its internal complaints process.
The purpose of ADR is to assist consumers and Clarks in resolving disputes fairly, efficiently and without the cost and uncertainty of court proceedings wherever possible.
ProMediate acts independently of both parties.
Types of complaint
The scheme may consider complaints concerning products and customer service, including for example:
- footwear quality
- manufacturing defects
- durability
- premature wear
- refunds
- exchanges
- guarantees
- customer service
- complaint handling
- consumer rights issues
Each complaint is considered individually.
Before referring your complaint
Consumers should first:
- complain directly to Clarks;
- allow Clarks an opportunity to investigate;
- obtain a Final Response;
- contact ProMediate within the period stated in that Final Response.
The Scheme deals with eligible consumer disputes with a value of up to £10,000 per purchase or transaction. Disputes valued at more than £10,000 fall outside the scope of the accredited Consumer ADR Scheme, although ProMediate may nevertheless be able to assist through its separate mediation services.
Our ADR process
Stage One
Referral to ProMediate.
Stage Two
Collection of relevant documents from both parties.
Stage Three
Preparation of an independent ADR Report.
The report:
- summarises the dispute;
- identifies agreed facts;
- identifies issues in dispute;
- reviews the evidence supplied;
- highlights strengths and weaknesses in each party’s position;
- assists settlement discussions.
The report is independent and is not binding.
Stage Four
The ADR Official seeks to facilitate settlement.
Most Clarks disputes are suitable for negotiation by correspondence using email because they are largely document-based.
Where appropriate, the ADR Official may also speak with either party by telephone.
Stage Five
If agreement is reached:
- a written settlement will be recorded.
If agreement is not reached:
- either party remains free to seek independent legal advice or pursue any available legal remedy.
Cost
The ADR service is free for consumers.
The scheme is funded by Clarks.
Funding does not affect the independence of ProMediate or the ADR Official. See our Fees & Funding Statement.
Independence
ProMediate is entirely independent.
Current ADR Officials
Current ADR Officials are:
Director; Barrister; Former Solicitor; Fellow of the Civil Mediation Council.
Civil and Commercial Mediator; ADR Official.
Any conflict of interest will result in another suitably qualified ADR Official being appointed.
Timescales
Most disputes are concluded within approximately 90 days of receiving all relevant information.
Frequently asked questions
Related policies
- ADR Scheme RulesThe rules governing how eligible disputes are referred, handled and concluded.Read more
- Fees & FundingHow our ADR schemes are funded and why funding does not affect independence.Read more
- Our ADR ProcessA step-by-step overview of the ADR process we follow across all schemes.Read more
- Complaints PolicyHow to raise a complaint about the service provided by ProMediate itself.Read more
- Make a ComplaintCheck your eligibility and refer your complaint to us online.Read more
Contact
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.
Version history
| Version | Date | Summary of changes |
|---|---|---|
| 1.0 | August 2026 | First published version of the Clarks Consumer ADR Scheme page. |