Select Page

Charges for Consumer Disputes

Contact Us: 0203 621 3908 Or 07827 961764

PROMEDIATE CHARGES FOR CONSUMER DISPUTES

 

click2resolve

Specific Industry Complaints – Free to Consumers

Complaints about Professionals including lawyers and Ofcom and Gambling Commission complaints are free to consumers. Businesses pay for the mediation in these cases.

General Complaints – Cost to Consumers:

ProMediate charges consumers a nominal fee to deal with their complaints, per complaint, based upon the value of the item or service in dispute unless the business operates a policy whereby they agree to pay the entire mediation cost. It is also open to the consumer to argue that the business should meet their costs of the mediation process.

Value of Goods or Services in dispute – Charge per Complaint

Up to £1,000 – £25 plus VAT

Up to £2,500 – £40 plus VAT

Up to £5,000 – £65 plus VAT

Up to £7,500 – £90 plus VAT

Up to £10,000 – £115 plus VAT

The above charges are per complaint. 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. If either party has not consented then we do operate a Mediation Set up Service whereby we will contact the other party and encourage them to mediate.  This service does is not part of the approved ADR Process under the Alternative Dispute Resolution (Competent Authorities and Information) Regulations 2015.

Payment of nominal charges by Consumers per complaint, based upon the value of the item or service in dispute, can be made here……


Value of dispute



Mediation Set up Service – (this service is not part of the approved ADR Process under the Alternative Dispute Resolution (Competent Authorities and Information) Regulations 2015.)

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 and issue you with a certificate to confirm your reasonable approach.

We give them 7 working days to respond.

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

£25 plus VAT for complaints up to £1000 in value. £50 plus VAT for complaints over £1000

Payment for the set up service is deducted from the cost of the ADR process if the other party is willing to use alternative dispute resolution.

This gives them a final opportunity to use ADR before Court action is taken.


Mediation Set Up Fee



For Specific Industry Complaints

For Ofcom or Gambling Commission cases we charge businesses the following:

Value of Goods or Services in GBP Cost to Business in GBP
Up to £1,000 £100 plus VAT
£1,000 – £2,500 £125 plus VAT
£2,500 – £5,000 £150 plus VAT
£5,000 – £7,500 £200 plus VAT
7,500 – 10,000 £250 plus VAT
Above this can be referred to ProMediate’s general panel

For Complaints about professionals, we charge £150 per hour plus VAT, but will provide an estimate of time to be spent prior to you agreeing to mediate.

For General Consumer Disputes:

Cost to businesses:

Value of Goods or Services

Up to £1,000 – £75 plus VAT

– £2,500 – £100 plus VAT

– £5,000 – £125 plus VAT

– £7,500 – £150 plus VAT

– £10,000 – £175 plus VAT

If the business wishes to pay the consumer’s share of the mediation cost, this is a decision for it.

Payment can be made here for individual disputes:


Value of dispute



BUSINESS MEMBERSHIP PACKAGES

ProMediate prefers businesses to be members of its consumer mediation scheme and to pay an annual membership fee because of the administration and regulatory costs involved in running the Click2Resolve scheme and to give priority to complaints received about members.

The Following Membership Packages are available:

Silver – £100 plus VAT per annum

Regular ProMediate newsletter

Advice regarding compliance with the ADR Directive and ODR Regulations

Feedback regarding any complaints dealt with.

Gold – £250 plus VAT per annum

Plus – 1 free mediation of any value

Platinum – £500 plus VAT per annum

Plus – 2 free mediations of any value

Access to dedicated 24 hour ADR Helpline.

Lutetium/Rhodium- £1000 plus VAT per annum

All of the above plus half a day mediation and ADR training session – please contact us to discuss!

Membership is not obligatory but makes the process work more smoothly because ProMediate knows that the business concerned will agree to mediate and ProMediate will prioritise members’ complaints if there is a shortage of capacity.

ProMediate Membership Fees
Member Name Details

 



Decision Maker EU Platform ServiceFor complaints up to £2,500 – Free to the consumer – £30 for the business per dispute plus VAT.

Decision Maker including VAT
Please supply contact details



Cancellation Terms for Consumers

Provision of mediation set up or mediation services – contracts concluded at a distance over the phone or by email-

The Service

Contacting the other party to invite them to mediate and also conducting a telephone or email or online mediation for the consumer.

Contracting party:

ProMediate (UK) Limited of Brow Farm Top Road Frodsham Cheshire WA66SP 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.

Cancellation Form

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 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.

ProMediate 2016/17

Contact us by completing the form below
  • This field is for validation purposes and should be left unchanged.

Recent Blog Posts

Learn from the top thought leaders in the industry.

Green Paper on Consumer ADR on hold

The Green Paper on consumer ADR has fallen victim to the election. BEIS had conducted a review but the paper is now on hold. Ultimately the decision on policy rests with Ministers but BEIS were considering whether there had been a reduction in the standard of ADR on...

Setting aside settlement for fraud

  Takhar v Gracefield Developments Ltd and others [2017] EWCA Civ 147. The Court of Appeal has clarified the test that must be met when seeking to set aside a judgment on the grounds that it was obtained by fraud in a decision that equally applies to settlements...

Don't Be Shy. Get In Touch.

If you are interested in working together, send us an inquiry and we will get back to you as soon as we can!

Contact Us

click2resolve

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)

click2resolve

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              – £60 plus VAT

– £2,500                       – £85 plus VAT

– £5,000                       – £110 plus VAT

– £7,500                        – £135 plus VAT

– £10,000                      – £160 plus VAT

If the business wishes to pay the consumer’s share of the mediation cost, this is a decision for it.

Payment can be made here for individual disputes:


Value of dispute
Value of dispute
Business details



MEMBERSHIP PACKAGES

ProMediate has to charge a membership fee because of the administration and regulatory costs involved in running the Click2Resolve scheme.

The Following Membership Packages are available:

Silver – £100 plus VAT per annum

Regular ProMediate newsletter

Advice regarding compliance with the ADR Directive and ODR Regulations

Feedback regarding any complaints dealt with.

Gold – £250 plus VAT per annum

Plus – 1 free mediation of any value

Platinum – £500 plus VAT per annum

Plus – 2 free mediations of any value

Access to dedicated 24 hour ADR Helpline.

Lutetium/Rhodium- £1000 plus VAT per annum

All of the above plus half a day mediation and ADR training session – please contact us to discuss!

Membership is not obligatory but makes the process work more smoothly because ProMediate knows that the business concerned will agree to mediate and ProMediate will prioritise members’ complaints if there is a shortage of capacity.


ProMediate Membership Fees
Member Name Details