1. Introduction
ProMediate (UK) Limited will make reasonable adjustments to remove or reduce barriers that would otherwise prevent a consumer, trader or representative from participating fully in the Alternative Dispute Resolution (ADR) process. This policy explains the types of adjustment we routinely make and how to request one.
We take a flexible, person-centred approach. What is reasonable depends on the individual's circumstances, the nature of the case and what is practicable for us to deliver. We will always try to agree an arrangement that enables fair participation.
2. Adjustments we can put in place
The examples below are not exhaustive — we will consider any reasonable request.
Extended timescales
Additional time to submit information, respond to correspondence or engage with the ADR process.
Alternative formats
Documents provided in large print, easy-read, plain text, audio or other accessible formats.
Preferred communication
Correspondence by email, letter or telephone according to the user's preference and needs.
Video and remote hearings
Remote or hybrid arrangements where attending in person would be difficult.
BSL and text relay
British Sign Language interpreters, text relay and other communication support.
Interpreters
Language interpreters where English is not the user's first language.
Representative support
Assistance from a family member, friend, advocate or professional representative.
Case-specific adaptations
Bespoke adjustments agreed with the user to address individual circumstances.
3. How to request an adjustment
Tell us what you need
Users may request an adjustment when first contacting us, when submitting a complaint or at any point during the ADR process. Requests can be made by the user or by their representative.
Discussion and agreement
We will discuss the request with the user, consider what is reasonable and practicable, and confirm the agreed adjustments in writing.
Delivery and review
Agreed adjustments are implemented promptly and kept under review — we will adapt them if the user's needs change during the process.
4. Confidentiality
Information provided in support of an adjustment request is treated as confidential and used only to arrange appropriate support. It is handled in accordance with our Privacy Policy and relevant data protection law, and retained in line with our Data Retention Policy.
5. If we cannot agree an adjustment
If we conclude that a requested adjustment is not reasonable or practicable, we will explain our reasons in writing and, where possible, propose alternatives. Users may raise concerns through our Complaints About ProMediate procedure.
Contact
Contact us to discuss what you need — we will confirm arrangements in writing.
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.