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Many thanks for choosing to join the ProMediate dispute resolution scheme.
Well handled complaints see 75 percent make return purchases, but businesses need to encourage consumers to make issues known.*
Only 11 percent would return to a company if a complaint was handled poorly.
One in three (36%) think more of a company that handles complaints effectively.
Three in 10 (30%) chose to switch providers or spend less because of disappointing experiences.
A third (34%) of consumers are more likely to trust a company that offers ADR so this should be an essential part of any complaints process.
We know that retaining customers is half the battle and embracing alternative dispute resolution when something goes wrong can make all the difference when it comes to customer retention. It takes much more effort to recruit a new customer than to retain an existing one. Moreover, customer Complaints handling is increasingly becoming the shop window for businesses.
Complaints can be valuable in highlighting issues that need to be addressed and giving you the opportunity to engage with the customer in a positive way.
By joining this dispute resolution scheme and agreeing to use it, you are one step ahead of other businesses and comply with the information requirements of the ADR Regulations.
As set out below, it is a legal requirement to signpost customers who have exhausted your complaints process to an ADR Provider and to provide a link to the EU ODR Platform on your website.
There are special rules applicable to lawyers and Gambling operators and we provide some further information concerning these areas below as well as general information regarding traders.
“Everyone involved in business knows that there will always be a number of tricky issues or disputes that are difficult to resolve inside the business. Sometimes it just requires a fresh perspective and someone who is not part of the disagreement to resolve it.”Peter Causton
We ensure businesses have a trusted mediation option available to them with the full backing and added assurance that it is a service certified by Chartered Trading Standards Institute and Registered with the Civil Mediation Council Limited.
The ProMediate Service not only offers good value for money but also full confidentiality which legal proceedings cannot.
In their 2015 analysis of small businesses’ experience of legal problems, capacity and attitudes the Kingston University Small Business Research Centre found that from a sample of over 10,500 small businesses:
- Half of the firms reporting a legal issue said it had a negative impact; one-quarter of them reported loss of income and one-fifth reported health-related problems.
- Most small businesses do not have any internal legal capacity
- One-third of respondents contacted support providers that were unable to help them.
- Businesses tend to use formal legal services to solve business problems as a last resort owner-managers
“The Legal Needs Of Small Businesses” Produced By The Small Business Research Centre- Kingston University. October 2015
- Business / Business disputes
- Business / Employee disputes
- Business / Consumer disputes.
Contact us for a confidential discussion with our solicitor/mediator within 24 hours.
Get support in proposing mediation to the other party. Costs and details are agreed, with both parties, in advance of mediation.