Consumer
ADR Scheme Rules
The rules that govern how the ProMediate Consumer ADR schemes operate.
Resource library
Policies & Downloads
A central library of scheme rules, company policies, forms and annual reports for consumers, traders and regulators.
31 documents
Consumer
ADR Process Summary
A step-by-step overview of the ADR journey from complaint to closure.
Consumer
Consumer Guidance
Plain-English guidance to help consumers understand the ADR process.
Trader
Trader Guidance
How participating traders should engage with the ADR scheme.
Consumer
Make a Complaint Guide
How to prepare and submit an eligible complaint to ProMediate.
Policy
Complaints Policy (Complaints About ProMediate)
How to raise a complaint about the ProMediate service itself.
Policy
Website Terms of Use
The terms governing your access to and use of the ProMediate website.
Policy
Fees & Funding Statement
How our ADR schemes are funded, whether consumers pay any fees, and how independence is protected.
Policy
Privacy Policy
How we collect, use and protect personal information.
Policy
Cookie Policy
How this website uses cookies and similar technologies.
Policy
Accessibility Policy
Our commitment to accessible services and reasonable adjustments.
Policy
Equality, Diversity & Inclusion Policy
Our commitment to fair, inclusive and equitable service delivery.
Policy
Reasonable Adjustments Policy
How we identify and deliver reasonable adjustments for those who need them.
Policy
Accessibility & Reasonable Adjustments
Guidance on how we make our ADR service accessible to everyone.
Policy
Independence, Impartiality & Conflicts of Interest Policy
How we safeguard the independence of our ADR Officials and identify, manage and mitigate conflicts of interest.
Professional
ADR Official Competence, Appointment & Training Policy
How we appoint, train, supervise and review our ADR Officials to ensure competent and fair dispute resolution.
Professional
ADR Official Competence, Appointment & Independence Policy
How ADR Officials are appointed on merit, remain independent and impartial, maintain competence, and may be removed.
Policy
Data Retention Policy
How long we keep case files and personal data, and how we dispose of them.
Policy
Information Security Policy
How we protect the confidentiality, integrity and availability of information we hold.
Policy
Vulnerable Consumers Policy
How we identify and support consumers in vulnerable circumstances.
Forms
Consumer Complaint Form
Submit an eligible complaint to the ProMediate Consumer ADR Scheme.
Forms
Trader Referral Form
For participating traders referring a complaint into the scheme.
Coming soon
Forms
Authority to Act Form
Confirms our authority to act on your behalf during the ADR process.
Coming soon
Forms
Representative Authority Form
Authorises a nominated representative to correspond with us on your behalf.
Coming soon
Reports
Annual ADR Reports
How we report annually on the operation of our Consumer ADR Scheme.
Reports
Annual ADR Statistics
Annual statistics on caseload, outcomes and timescales.
Reports
Annual Learning & Improvement Report
Insights, themes and improvements identified from the year's cases.
Coming soon
Professional
Meet the ADR Officials
Meet the accredited mediators and ADR officials behind ProMediate.
Professional
About ProMediate
Our background, mission and approach to dispute resolution.
Professional
Civil Mediation Council Registration
ProMediate is a Registered Mediation Provider with the CMC.
Professional
CTSI Accreditation
Chartered Trading Standards Institute accreditation — placeholder pending grant.
Coming soon
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