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Click2Resolve

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All Businesses in UK must offer consumers an independent ADR provider since 1 October 2015
All British businesses must ensure that Alternative Dispute Resolution (“ADR”) is available for any contractual dispute between a consumer and a business.

With ProMediate’s system you can resolve your complaint in three easy steps:

 

1. After complaining to a business, suggest using ProMediate to resolve your complaint, or the business will put forward ProMediate or another Ctsi certified provider. Contact ProMediate to continue the complaint.  (Alternatively we offer a set up service whereby we will contact the other party to propose mediation, which is not part of the approved ADR Process under the Alternative Dispute Resolution (Competent Authorities and Information) Regulations 2015.)

2. ProMediate will obtain the business’ response and negotiate between the parties by email and phone.

3. If agreement is reached then it will be binding upon the parties.

The Nominal Cost to Consumers per complaint is as follows:


Value of dispute



Cancellation Terms are set out below.

What does this mean for businesses?

  • ADR must be available for a nominal fee or free of charge; (our service is not free of charge)
  • within three weeks of receiving the papers the ADR provider must state if they cannot deal with the papers;
  • the ADR process must be completed within 90 days; and
  • consumers must have the ability to submit their complaint online and by post.

The idea is to ensure that ADR provided by a certified ADR body is available for any dispute between a consumer and a business. All companies who do not have an existing external ADR scheme in place will have to comply. An in-house complaints service does not meet the requirements. ADR providers are certified by competent authorities such as Chartered Institute of Trading Standards.

By October 2015 businesses had to comply with the information requirements.

The name of a certified ADR entity must be made available to a customer whose complaint cannot be resolved internally and by 15 February 2016 a link to the EU Portal had to appear on the trader’s website (and in some circumstances in the trader’s general terms and conditions).

Business who don’t comply are liable to fines.

An easy cost-effective way to provide ADR:

ProMediate has been certified by the Chartered Trading Standards Institute to provide ADR services for consumer disputes with businesses.

Try before you buy

If a business (which trades online and will need to link to the EU Portal) is approached to mediate by the customer or ProMediate, then the business does not need to pay the membership fee prior to the first mediation.

ProMediate is offering one FREE mediation of a customer’s dispute in return for businesses signing up as members of the Click2Resolve scheme – silver annual membership fee is £100 plus VAT.

MEMBERSHIP PACKAGES

Silver £100 plus VAT:

Regular ProMediate newsletter

 Advice regarding compliance with the ADR Directive & ODR Regulations

 Feedback regarding any complaints

Gold £250 plus VAT:

1 consumer mediation included.
Platinum £500 plus VAT:

 Access to dedicated 24 hour ADR Helpline.

2 consumer mediations included.

EU Portal

New EU Legislation says you must put a link on your website to the EU complaints Portal. Don’t worry, we have a simple cost effective solution that you can use for free and only pay for when you need it. Interested? Please register your details below……………

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Cancellation Terms

The Service involves contacting the other party to invite them to mediate and if they agree ProMediate will mediate the dispute if the other party pays their fee, and if they do not agree then we will issue a certificate.
ProMediate (UK) Limited of Brow Farm Top Road Frodsham Cheshire WA6 6SP

telephone number 02036213908

email address enquiries@promediate.co.uk

The address which complaints should be sent to is the same as above.

The contract may be cancelled within 14 days without giving any reason or incurring any liability during the cancellation period.

However if you ask us to start work within the cancellation period, and to contact the other party or mediate with them, you will be responsible for paying us the reasonable costs of the service.

There are no cancellation rights for services if you ask us to start work in the cancellation period and we have completed the retainer.

Please see attached cancellation form.

Cancellation

You have the right to cancel this contract within 14 days without giving any reason unless you have requested us to start work by contacting the other party or mediating within the 14 day period. The cancellation period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right to cancel, you must inform ProMediate (UK) Limited of Brow Farm To Road Frodsham Cheshire at enquiries@promediate.co.uk telephone number 02036213908 of your decisions to cancel this contract by a clear statement (eg a letter sent by post, fax or email). You may use the attached model cancellation firm, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of your right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you.

We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement*.

If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated to us your cancellation from this contract, in comparison with the full coverage of the contract.

*The exception is credit card transactions, where the reimbursement can only be made to the originating card.

To ProMediate (UK) Limited of Brow Farm Top Road Frodsham Cheshire WA66SP enquiries@promediate.co.uk telephone 02036213908
I/We [*] herby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/ for the supply of the following service [*],
Ordered on [*]/ received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date[*] Delete as appropriate.

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ProMediate is certified by CTSI to provide mediation services for consumer/business disputes in the UK. The charges that ProMediate is authorised to raise for each dispute dealt with are as follows:

Cost to businesses:

Value of Goods or Services

Up to £1,000                                         – £50 plus VAT

– £2,500                                                  – £75 plus VAT

– £5,000                                                  – £100 plus VAT

– £7,500                                                   – £125 plus VAT

– £10,000                                                 – £150 plus VAT

Payment can be made here for individual disputes:

Business Membership fee £100 plus VAT – sign up here……

Cost to Consumers:

Value of Goods or Services

Up to £1,000                                          – £10 plus VAT

£2,500                                                     – £25 plus VAT

£5,000                                                      – £50 plus VAT

£7,500                                                       – £75 plus VAT

£10,000                                                    – £100 plus VAT

The above charges are based upon 1 hour of mediator time. Disputes above this value can exit the scheme and be dealt with by ProMediate’s general mediation service.

It is a term of the Click2Resolve scheme that the business and consumer must consent to use the service, before instructing us.

Payment by Consumers can be made here……

Mediation Set up Service

If you contact us without first getting the other person or business to agree to use our service, we will contact them to try to obtain their agreement.

In those circumstances we do charge a set up fee for this service. It is sometimes possible to resolve your dispute informally after one or two calls without even booking a mediation appointment!

When we receive an initial enquiry we crack on immediately trying to make contact with the other side in the dispute, emailing info, leaving messages on the telephone and even text messages. Our working hours are never 9-5 and we will often make contact at a time that meets the needs of our clients, evenings and weekends included.

Sometimes one side requires key information before they will agree to mediate. We will often liaise with all concerned to make sure this is shared. Once contact is made there will be further to-ing and fro-ing to set up the appointment, documents sent out and making sure everyone is comfortable with the process.

We charge the following fees for contacting the other party in this way:

Value of Goods or services:

Up to £1,000 – £10 plus VAT

– £2,500       – £25 plus VAT

–  £2,500 upwards – £50 plus VAT

If you have already discussed your case with one of our mediators and need to pay your set up fee click below to pay by PayPal (if you need an alternative payment method please contact our office on 01928734630). (click below to make a payment)

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All Businesses in UK must offer consumers an independent ADR provider after 1 October 2015
In July 2013 the EU issued a Directive which means that British businesses must ensure that Alternative Dispute Resolution (“ADR”) is available for any contractual dispute between a consumer and a business.
What does this mean for businesses?

ADR must be available for a nominal fee or free of charge;
within three weeks of receiving the papers the ADR provider must state if they cannot deal with the papers;

the ADR process must be completed within 90 days; and
consumers must have the ability to submit their complaint online and by post.

The idea is to ensure that ADR provided by a certified ADR body is available for any dispute between a consumer and a business. All companies who do not have an existing external ADR scheme in place will have to comply. An in-house complaints service does not meet the requirements. ADR providers will be certified by competent authorities such as Trading Standards
By October 2015 businesses must comply with the information requirements. The name and address of the ADR entity must be available on the trader’s website and in the trader’s general terms and conditions. Business who don’t comply will be liable to fines.
An easy cost-effective way to provide ADR:
ProMediate has been certified by the Chartered Trading Standards Institute to provide ADR services for consumer disputes with businesses.
Try before you buy
If a business (which trades online and will need to link to the EU Portal) is approached to mediate by the customer or ProMediate, then the business does not need to pay the membership fee prior to the first mediation.
Until 9 January 2016, ProMediate is offering one FREE mediation of a customer’s dispute in return for businesses signing up as members of the Click2Resolve scheme – silver annual membership fee is £100 plus VAT.
MEMBERSHIP PACKAGES
Silver £120 including VAT
 Regular ProMediate newsletter
 Advice regarding compliance with the ADR Directive & ODR Regulations
 Feedback regarding any complaints will be handled as well.
Gold £300 including VAT
 Plus – 1 free mediation of any value
Platinum £600 including VAT
 Plus – 2 free mediations of any value
 Access to dedicated 24 hour ADR Helpline.
Email enquiries@promediate.co.uk Call 07989 390447 www.promediate.co.uk

EU Portal

New EU Legislation says you must put a link on your website to the EU complaints Portal. Don’t worry, we have a simple cost effective solution that you can use for free and only pay for when you need it. Interested? Please register your details below……………

From 9 January 2016 – All Businesses in the EU selling goods or services online must have a link on their website to the EU complaints Portal. Panic Ye Not!
There is no cost to adding ProMediate or Click2Resolve’s details and/or logo to your website as a certified ADR provider.
Details as follows: http://ec.europa.eu/consumers/solving_consumer_disputes/non-judicial_redress/adr-odr/index_en.htm

Payment is only required when there is a dispute that you refer to our mediation service. Everyone is a winner.

  • You comply with the ADR Regulations.
  • We are available to deal with any dispute when it can’t be resolved.
  • Just register with us below so that we know that you are using our details on your website.
  • Please also register with us if you are providing consumers with our details as certified ADR Provider so that we know in case a dispute arises.

Register here to:

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