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ADR Provider


We act as ADR Provider for various businesses dealing with disputes with consumers about goods or services. 

We are referred cases by businesses or consumers or via the EU Platform.

We are certified by the Chartered Trading Standards Institute and the Gambling Commission.

Our bi annual report can be found here:

bi annual ctsi report 2018-19 final

We are not an ombudsman but use the consensual process of mediation to resolve disputes. We use our knowledge of consumer law and Gambling rules to help assist parties in finding a resolution to their claims.

Details of the dispute resolution schemes we run for certain traders can be found in this section.

Our ADR Officials can be found here:https://www.promediate.co.uk/click-2-resolve-mediation-services-for-consumer-disputes/find-a-mediator/

We are an independent alternative dispute resolution provider certified by the Chartered Trading Standards Institute and the Gambling Commission. We follow the Gambling Commission’s new ADR requirements effective from 31 October 2018.
Our sources of funding 
We are entirely independent and our source of funding is only income we generate from mediation fees received from parties who use us for mediations. The majority of our income comes from full commercial litigation mediations rather than consumer or gambling operator mediations. We do receive a small annual fee and small fee per case from members of our ADR scheme.
Our Objective
Our objective is to try to assist consumers and gamblers in resolving their disputes with traders and operators outside Court, to help them to avoid the costs and stress associated with proceedings.
Using mediation it is hoped that we can resolve your complaint and the issues between you without the cost and time involved in Court proceedings.
The first thing is for you to exhaust and complete the trader’s internal complaints process.
The Mediation Process 
The process that we follow is set out on our website at www.pro
The mediation process is confidential and voluntary and you have the right to take independent advice and to terminate the process at any stage. If you reach an agreement then it will be binding on both parties. We keep you informed about the progress of your complaint at least every 30 days.  We aim to resolve the matter within 28 days in any event.
We do not investigate or make any decision on your case as ours is a consensual process. With gambling complaints we are obliged to provide you with copies of any evidence supplied to us about your complaint by the gambling operator.
Our terms and conditions can be found at:
Once the parties have agreed to mediate, the mediator will be assigned to your case.
 
Next Steps
We will then need further details of your complaint – what your complaint concerns and in particular the outcome you are seeking to achieve.

In many cases we do not charge the consumer a fee, but in any case we are limited yo charging a nominal fee.
Once we have received this information from you we will consider whether there are any grounds for refusal or any conflict of interest, then obtain the trader’s response, and negotiate between the parties by telephone and/or email in order to try to bring the parties to an agreement. We will keep you informed regularly throughout the process. We near in mind all applicable regulations and guidance when assisting the Participants to try to resolve the dispute.

You have the right to withdraw from the process and to take independent advice at any stage up until an agreement actually being reached.
We take customer service extremely seriously and if you have any questions or issues with our service please do not hesitate to contact us. Our complaints procedure is on our website and we encourage users to leave feedback as to their experience of using the service.
 

Cancellation Rights

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.

We are not liable for any consequential losses in following your instructions to contact the other party.

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 [*] 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.

Data Protection

We draw your attention to our privacy notice. We only collect your data to deal with your complaint and then when contacting the other party. We destroy all data held after 3 months or before if the complaint has been finalised or dealt with.

We do not sell your data or pass it on to any third party. If you have any questions about the data we hold please contact our data protection officer, Peter Causton

https://www.promediate.co.uk/terms-of-website-use/

Complaints 
In the unfortunate event that you have reason to complain, we also have a complaints process set out on our website if you are dissatisfied with the service which we provide.