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Auxillis – Resolve

Complaints about Auxillis

Thank you for agreeing to consider resolving your complaint about Auxillis through mediation. It is hoped that we can resolve your complaint and the issues between you without the cost and time involved in Court proceedings.

Make a Complaint 

Please let us have further details of your complaint – what your complaint concerns and in particular the outcome you are seeking to achieve. We would need the registration number and reference number.

You can file a complaint online using this link:

Consumers Make a Complaint Online

Once we have received this information from you we will then obtain Auxillis’ response, and request your file for review, negotiate between the parties by telephone and/or email in order to try to bring the parties to an agreement. We will also issue our non binding decision. We will keep you informed regularly throughout the process.

We do not charge consumers anything in respect of Auxillis matters.

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.

If you have any questions please do not hesitate to contact us.

The Mediation Process

This is how we will progress your complaints following you receiving a final response from Auxillis.

The process that we follow is set out on our website at www.promediate.co.uk. We aim to resolve the dispute within 28 days.

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 also provide a non binding decision on the case if it does not resolve. Our terms and conditions can be found at:

www.promediate.co.uk/click-2-resolve/terms-and-conditions

Who We Are?

We are an independent alternative dispute resolution provider certified by the Chartered Trading Standards Institute.

We are the independent ADR body nominated by Auxillis to deal with complaints that cannot be resolved through the internal complaints process under the ADR Regulations 2015.

More about the Process

We normally receive a paper copy of Auxillis’ file. It sometimes takes some time to obtain this – a pour a week.
 
Please note that we have to share data to try to resolve the dispute. We destroy all records of the dispute and delete emails after 3 months unless the dispute is ongoing. Our data protection policy is on our website https://www.promediate.co.uk/terms-of-website-use/ in case this is of concern to you.
 
Please be aware that we do not make a decision on the case but try to negotiate between the parties as an independent third party mediation provider.
 
We are impartial but do charge a case fee to Auxillis. This does not affect our impartiality. We have to charge a fee in order to carry on operating. We do not charge the customer a fee, although we are entitled to charge a nominal fee. If you wish to make a donation or voluntary fee in order to support us (although we are not a charity) then please do not hesitate to let us know. We do not act for Auxillis or you. We are informing customers of this by way of transparency. 
 
We start by producing a report summarising the position and if we do make recommendations then Auxillis normally follow these recommendations. If after we have produced our report you remain dissatisfied you are free to take matters further although we can then arrange a telephone mediation.
 
I hope this explains a little more about the process.
pendent third party. We are impartial but do charge a case fee to Auxillis. We do not act for them or you. We are informing customers of this by way of transparency. 

Auxillis is not an insurer. The correct route for a complaint about Insurers is the Financial Ombudsman Service as they deal with issues regarding insurance policies. They do not deal with complaints about Auxillis and repairs or credit hire.