1. Introduction
ProMediate (UK) Limited is committed to providing an Alternative Dispute Resolution (ADR) service that is accessible to all consumers, traders and their representatives. We recognise that some users may require additional support to engage fully with the ADR process and we will make reasonable adjustments wherever practicable.
This policy sets out the principles we apply and the practical measures we take to remove barriers to accessing our service. It applies to all staff, mediators and contractors acting on behalf of ProMediate.
2. Our principles
Equal access
Every consumer and trader can access our ADR service on equal terms, regardless of disability or circumstance.
Person-centred
We identify individual needs early and tailor our support so users can participate fully and fairly.
Continuous review
We monitor, review and improve our accessibility arrangements in line with best practice and user feedback.
3. Our commitments
We provide a range of accessibility measures at every stage of the ADR process — from first enquiry through to final decision.
Alternative formats
Documents and correspondence available in large print, plain text, easy-read and other formats on request.
Communication support
Options including telephone, email, video, British Sign Language interpreters and text relay.
Language support
Access to interpreters and translated materials where reasonably required.
Flexible timescales
Additional time to respond where a user's circumstances make our standard timescales impractical.
Plain English
Clear, jargon-free communication and step-by-step guidance throughout the ADR process.
Representatives
Users may be assisted or represented by a family member, friend, advocate or professional adviser.
4. Website and digital accessibility
We aim to meet the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA. Our website is designed to be navigable by keyboard, to work with screen readers and to provide sufficient colour contrast and text sizing. We review the site regularly and welcome reports of any barriers you encounter.
5. Requesting an adjustment
Users can request a reasonable adjustment at any stage — when they first contact us, when submitting a complaint, or during the ADR process. Requests can be made in writing, by telephone or through a representative. We will discuss options and confirm arrangements in writing.
6. Monitoring and review
This policy is reviewed at least annually and updated where required. Feedback from users informs our review and helps us continuously improve accessibility.
Contact
Contact us at any stage — we will be pleased to discuss how we can support you.
Post
ProMediate (UK) LimitedBrow Farm
Top Road
Frodsham
WA6 6SP
Version History
| Version | Effective date | Review date | Summary of changes |
|---|---|---|---|
| 1.0 | August 2026 | August 2027 | First issue. |
This policy is reviewed at least annually.