Consumer GuidanceContact Us: 0203 621 3908 OR 0782 796 1764 OR firstname.lastname@example.org
GUIDANCE FOR CONSUMERS
What is Click2Resolve?
Click2Resolve is an independent alternative dispute resolution service, which is the trading name of Promediate (UK) Limited, which has been set up to resolve disputes between customers and businesses in the UK in accordance with the ADR Directive and ODR Regulations.
ProMediate (UK) Limited is registered with the Civil Mediation Council Limited and authorised by Trading Standards. Click2Resolve will accept any complaints about a business, and lawyers, subject to the terms of acceptance, to include both domestic and cross-border disputes, including disputes referred via the new online dispute resolution platform.
ProMediate’s charges must be paid by the consumer when the complaint is submitted to Click2Resolve (except in the case of lawyers’ complaints where there is no charge to the consumer, or if the business agrees to pay the consumer’s share of the mediation costs).
We do not make a decision about your dispute but conciliate and mediate between you and the business in an attempt to help you to reach a settlement. The process is entirely voluntary and non-binding until any agreement is reached between you.
Participation in the procedure does not prevent the possibility of seeking redress through court proceedings; and the proposed solution may be different from an outcome determined by a court applying legal rules.
If the Business refuses to pay any charges the process will be terminated and the customer will be refunded. The consumer indicates agreement to the terms of the mediation process when submitting the Complaint Form or details of the complaint. The nominal charges for the service can be paid through Paypal. Payment is per complaint on the basis of the value of the goods or services in dispute.
Mediation Set up Service - (not part of the approved ADR Process under the Alternative Dispute Resolution (Competent Authorities and Information) Regulations 2015.)
In addition, ProMediate can contact the other party to set up the mediation if they have not yet confirmed whether they will do so. The mediation set up charges can be paid through PayPal also.
We will contact the other party and invite them to use mediation to resolve the dispute.
We will also put forward a “without prejudice” offer to resolve matters for you if you wish to make one at this stage.
If the other party refuses to mediate or ignores our invitation, within 7 working days then we will produce a certificate for you to demonstrate to the Court that you have acted reasonably and as to the other party’s unreasonable conduct and behaviour which may result in the Court penalising the other party.
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.
Please note that this set up service is not part of the approved ADR Process under the Alternative Dispute Resolution (Competent Authorities and Information) Regulations 2015.
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
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