Trader Guidance
Working with ProMediate's Consumer ADR Scheme
ProMediate (UK) Limited provides independent Alternative Dispute Resolution (ADR) for participating traders and eligible consumers.
This page explains how participating traders engage with our ADR Scheme, what information should be provided and what can be expected throughout the process.
To resolve disputes fairly, efficiently and independently while maintaining confidence in the complaint handling process.
Before a Complaint is Referred
Consumers should normally:
- Raise their complaint directly with the trader.
- Allow the trader a reasonable opportunity to investigate.
- Receive the trader's Final Response or allow the relevant response period to expire.
- Only then should the complaint normally be referred to ProMediate.
Information We May Request
To enable us to consider the complaint fairly, we may request:
- the trader's complaint file;
- copies of correspondence;
- contracts or agreements;
- invoices or receipts;
- repair records or inspection reports;
- photographs or videos;
- relevant internal notes;
- any Final Response letter.
Further information may be requested where necessary.
Timescales
Once we have accepted a complaint:
Acknowledge complaint
within 7 days
Trader response requested
within 10 working days
Party comment period
10 working days on new evidence
Typical conclusion
approximately 28 days from complete case file
Most complaints are concluded within approximately 28 days of receiving the complete case file, although more complex matters may require additional time.
If further information is required, both parties will be kept informed.
Fairness and Independence
Our ADR Officials act independently of both consumers and traders. Every complaint is considered on its individual merits.
Both parties are given
- a reasonable opportunity to present their case;
- access to relevant information provided by the other party (subject to confidentiality or legal restrictions);
- an opportunity to comment before any outcome is issued.
Types of ADR
Depending on the dispute, we may use:
Mediation
Helping the parties reach their own agreement.
Conciliation
Actively assisting the parties in identifying possible solutions.
Facilitated Negotiation
Supporting constructive dialogue between the parties.
Neutral Evaluation
Providing an independent, non-binding assessment where appropriate.
Possible Outcomes
ADR may result in:
- an agreed settlement;
- a recommendation;
- a neutral evaluation;
- confirmation that no agreement has been reached;
- closure where the complaint falls outside the Scheme Rules.
The outcome will always be confirmed in writing.
Benefits of ADR
Using ADR can:
Resolve complaints more quickly.
Reduce legal costs.
Preserve customer relationships.
Improve customer satisfaction.
Identify learning opportunities.
Reduce the need for litigation.
Complaint Handling Standards
Participating traders are encouraged to:
- investigate complaints promptly;
- communicate clearly;
- explain decisions;
- maintain accurate complaint records;
- cooperate with the ADR process.
Good complaint handling often resolves disputes before ADR becomes necessary.
Frequently Asked Questions
Useful Documents
Please refer to:
Need Assistance?
If you have any questions about the operation of the ADR Scheme or require assistance with a referred complaint, please contact ProMediate.
Contact the ADR Team