Independent Alternative Dispute Resolution
ProMediate (UK) Limited provides an independent Alternative Dispute Resolution (ADR) service for eligible disputes referred by Northgate Insurance Services Limited (formerly Auxillis Limited).
Northgate Insurance Services has appointed ProMediate to provide an impartial ADR process once its own internal complaints procedure has been completed and a Final Response has been issued.
Our role is entirely independent. We do not act for Northgate Insurance Services or the consumer. Our function is to assist the parties in understanding the issues in dispute and, where possible, to help them reach a mutually acceptable resolution.
What complaints can we consider?
We may be able to consider complaints concerning services provided by Northgate Insurance Services, including matters such as:
- vehicle accident management
- vehicle repairs
- repair quality
- delays in repairs
- vehicle damage occurring during repairs
- communication failures
- customer service
- complaint handling
- vehicle collection and delivery
- hire vehicle issues
- reimbursement disputes
- incorrect vehicle data (including mileage discrepancies)
- repair standards
- other complaints falling within the scope of Northgate Insurance Services’ ADR scheme
Each complaint will be considered individually.
Before referring your complaint
Before we can become involved you should normally:
- raise the complaint directly with Northgate Insurance Services;
- allow them the opportunity to investigate;
- receive their Final Response letter; and
- contact us within the time specified in that Final Response.
Our ADR process
Our process is intended to be straightforward, independent and proportionate.
Stage 1 — Referral
The consumer provides details of the complaint together with any supporting documents.
Stage 2 — Information gathering
We obtain the relevant file and response from Northgate Insurance Services together with any additional information required from either party.
Stage 3 — Independent ADR Report
Once all relevant information has been received, ProMediate prepares an independent ADR Report.
The purpose of the report is to:
- summarise the background;
- identify the issues in dispute;
- consider the evidence supplied by both parties;
- identify areas of agreement and disagreement;
- assist the parties in understanding the strengths and weaknesses of their respective positions; and
- help facilitate settlement.
The report is not binding on either party.
Stage 4 — Facilitating settlement
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.
The ADR Official will explore whether an agreed settlement can be achieved.
Stage 5 — Outcome
Where agreement is reached:
- settlement terms will be recorded in writing.
Where agreement is not reached:
- the ADR process concludes;
- either party remains free to seek independent legal advice or pursue any remedy available through the courts.
Cost
There is no charge to consumers for using this ADR service.
Northgate Insurance Services funds the ADR scheme.
Payment by Northgate Insurance Services does not affect the independence of ProMediate or the ADR Official. See our Fees & Funding Statement.
Independence
ProMediate is entirely independent of Northgate Insurance Services.
ADR Officials are appointed to determine and facilitate disputes impartially.
Our ADR Officials owe duties of fairness, independence and impartiality to both parties.
Current ADR Officials
The current ADR Officials for this scheme are:
Director, ProMediate (UK) Limited; Fellow of the Civil Mediation Council; Accredited Civil and Commercial Mediator; Barrister; Deputy District Judge.
Accredited Civil and Commercial Mediator and ADR Official.
Where a conflict of interest exists, another suitably qualified ADR Official will be appointed.
Timescales
Most disputes are concluded within approximately 90 days of receiving all relevant information.
More complex disputes may require longer.
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
Version history
| Version | Date | Summary of changes |
|---|---|---|
| 1.0 | August 2026 | First published version of the Northgate Insurance Services ADR Scheme page (formerly Auxillis). |