Privacy Policy

ProMediate (UK) Limited is an independent Alternative Dispute Resolution provider accredited under the Digital Markets, Competition and Consumers Act 2024.

• Company Number: 09328473
• VAT Number: 214254050

ProMediate acts as the Data Controller for personal information processed through the ADR Scheme. This means we are responsible for deciding how and why your personal data is used, and for ensuring it is handled lawfully and securely.

To administer the ADR process, we may collect and process the following types of information:

We collect this information directly from you, from the trader involved in the dispute, or — where relevant and lawful — from third parties such as insurers, expert witnesses or regulatory bodies.

We use your personal information for the following purposes:

• Administer ADR — to receive, register and progress your dispute through the ADR process.
• Assess jurisdiction — to confirm that the dispute falls within the scope of our ADR Scheme.
• Communicate — to contact you, the trader and any appointed representatives about the case.
• Investigate complaints — to review evidence, ask questions and reach a fair outcome.
• Issue ADR outcomes — to deliver the final decision or proposed settlement to both parties.
• Improve services — to analyse trends, train staff and enhance our ADR procedures.
• Comply with legal obligations — including reporting to regulators where required.

Our legal basis for processing is typically performance of a contract (the ADR agreement) and, in some cases, legal obligation or legitimate interests balanced against your rights.

We respect the confidentiality of your dispute. Information is shared only where necessary and proportionate:

• The other party — we share relevant complaint details and evidence with the trader (or their representative) so they can respond fairly.
• ADR Officials — case handlers and adjudicators within ProMediate who need access to the file to assess the dispute.
• Professional advisers — such as legal experts or technical specialists appointed to assist with a specific case.
• Regulators — where required by law, we may share information with bodies such as the Office for Product Safety and Standards (OPSS) or Trading Standards.

We never sell your personal information for marketing purposes, and we do not share data for commercial gain.

Case files are retained in accordance with our Data Retention Policy to meet legal, regulatory and operational requirements.

Once the retention period has expired, personal data is securely deleted or anonymised so it can no longer be linked to an identifiable individual. Retention periods vary depending on the nature of the dispute and any ongoing regulatory or legal obligations.

If you would like to know the specific retention period that applies to your case, please contact us.

We take the security of your personal information seriously. We use appropriate technical and organisational measures to protect it from unauthorised access, loss, misuse or alteration.

These measures include:

• Encrypted data transmission and storage
• Access controls and role-based permissions
• Regular security reviews and staff training
• Secure disposal of physical and electronic records

While no system is entirely risk-free, we continually review and improve our security practices to keep your data safe.

Under data protection law, you have the right to:

To exercise any of these rights, please contact us using the details below. We will respond within the statutory timeframe and may ask you to verify your identity before proceeding.

If you have any questions about this Privacy Policy, or if you wish to exercise your data protection rights, please get in touch:

This Privacy Policy may be updated periodically to reflect changes in our practices, legal requirements or the way we deliver our ADR services.

When we make significant changes, we will update the date at the top of this page and, where appropriate, notify registered users. We encourage you to review this policy from time to time so you remain informed about how we protect your information.

Last updated: July 2026