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Consumer Charges

Contact Us: 0203 621 3908 Or 07827 961764 Or by Email: enquiries@promediate.co.uk

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Details of our charges are below:

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 – Nominal Cost to Consumers:

ProMediate charges consumers a nominal to deal with their complaints, per complaint, based upon the value of the items or services 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.)

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.

Value of Goods or Services – Nominal 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 based upon the value of the items/services in dispute. 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……


Value of dispute



Mediation Set up Service – Please note that 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. We allow them 7 working days to respond.

In those circumstances we charge a set up fee for this service.  We will only provide this service if in our view there is a reasonable prospect of the business agreeing to mediate.  If the other party still refuses to mediate, we will let them know that we will be providing you with a certificate of ADR compliance which you can show to the Court to demonstrate that you have tried to use alternative dispute resolution.

The cost of the set up service is deducted from the cost of the ADR process if the other person or business agrees to use alternative dispute resolution.


Mediation Set Up Fee


Our cancellation policy is set out below.

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.
Business Charges 

Businesses also pay to use the service as follows (based upon the value of the dispute):

Up to £1,000 – £75 plus VAT

Up to £2,500 – £100 plus VAT

Up to £5,000 – £125 plus VAT

Up to £7,500 – £150 plus VAT

Up to £10,000 – £175 plus VAT


Value of dispute



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.

Cancellation Terms for Consumers

Applicable when proceeding with mediation set up service or mediation by telephone email or online.

The service is the mediation set up service whereby ProMediate will contact the other party and invite them to mediate or the separate mediation between the parties if they agree, for which a further fee is payable.

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.

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 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)