1. Purpose
This policy explains how ProMediate appoints, trains, supervises and reviews its ADR Officials to ensure that disputes are handled competently, independently and fairly.
It forms part of ProMediate’s governance arrangements and supports compliance with:
- The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015;
- the Digital Markets, Competition and Consumers Act 2024 (where applicable);
- Chartered Trading Standards Institute requirements; and
- Civil Mediation Council standards.
2. ADR Officials
ProMediate currently appoints the following ADR Officials:
Peter Causton
Director of ProMediate (UK) Limited.
Peter is a Civil and Commercial Mediator, Fellow of the Civil Mediation Council, practising barrister, Deputy District Judge and experienced Alternative Dispute Resolution practitioner.
He has extensive experience of consumer disputes, commercial mediation and civil litigation.
Joanne Holland
Civil and Commercial Mediator and ADR Official.
Joanne has extensive mediation experience and conducts consumer and commercial mediations on behalf of ProMediate.
Additional ADR Officials may be appointed from time to time where appropriate. Every appointment is made in accordance with this policy.
3. Appointment
ADR Officials are appointed solely on merit.
In considering appointments ProMediate takes into account:
- professional qualifications;
- mediation accreditation;
- legal knowledge;
- consumer dispute resolution experience;
- commercial experience;
- communication skills;
- independence;
- integrity;
- impartiality; and
- commitment to continuing professional development.
Appointments are never influenced by participating traders.
4. Competence
Every ADR Official must possess the knowledge and skills necessary to determine disputes fairly.
Competence includes:
- understanding consumer legislation;
- ADR procedure;
- mediation techniques;
- evidence assessment;
- procedural fairness;
- decision writing;
- negotiation;
- relevant industry practice; and
- professional ethics.
5. Initial Training
Before undertaking ADR work, ADR Officials must receive suitable training covering:
- consumer ADR;
- mediation;
- relevant legislation;
- conflicts of interest;
- impartiality;
- confidentiality;
- equality and diversity;
- vulnerable consumers;
- complaint handling; and
- ProMediate procedures.
6. Continuing Professional Development
ADR Officials are expected to undertake regular continuing professional development.
Training may include:
- Civil Mediation Council CPD;
- legal updates;
- consumer law;
- industry developments;
- mediation skills;
- safeguarding and vulnerability;
- equality and diversity;
- digital dispute resolution; and
- CTSI guidance.
Training records are maintained by ProMediate.
7. Monitoring
ProMediate monitors the quality of ADR services through:
- file reviews;
- customer feedback;
- complaints;
- peer discussion;
- regulatory developments; and
- annual policy reviews.
Where improvements are identified, additional training or support will be provided.
8. Independence
All ADR Officials must comply with:
- the Independence & Conflicts of Interest Policy;
- the ADR Scheme Rules;
- confidentiality obligations; and
- applicable professional codes of conduct.
ADR Officials must declare any actual or potential conflict immediately.
9. Removal
An ADR Official may be removed where:
- competence standards are not maintained;
- independence is compromised;
- a serious conflict of interest arises;
- professional standards are breached;
- required training is not maintained; or
- continued appointment would undermine confidence in the ADR scheme.
10. Records
ProMediate maintains appropriate records regarding:
- appointments;
- qualifications;
- training;
- CPD;
- complaints;
- declarations of interest; and
- performance reviews.
11. Related Documents
This policy should be read together with:
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.