About Click 2 Resolve Mediation Services

Click2Resolve is a trading name of Promediate (UK) Limited which is a registered provider with the Civil Mediation Council and is a certified ADR Body, authorised by the Chartered Trading Standards Institute.

Click2Resolve is designed to conciliate disputes that have not been resolved through businesses’ customer service teams.

Click2Resolve ADR officials are set out on the ProMediate website listed under “Our ADR Officials.”

We deal with domestic and cross border disputes between businesses and consumers, with a limit in value of £10,000 which is the current UK Small Claims limit.

The procedural rules, the preliminary requirements that have to be met and the principles which apply and the grounds for refusing to deal with a given dispute are set out in the Guidance documents.

The language for complaints to be received and in which the procedure is conducted by Click2Resolve is EnglishThe parties to a dispute who agree to use Click2Resolve alternative dispute resolution procedure can withdraw at any stage and no costs can be claimed.

The average length of each procedure is yet to be established, but will be within 90 days. Click2Resolve aims to conclude the process within 28 days of a complaint being registered.

The process has no legal effect until any agreement is reached when the agreement will become binding. If no agreement is reached, then the parties,will be reminded of the right to take independent device.

The parties are free to accept or reject the settlement proposals if any.

The process is conducted by written means, although the mediator may contact the parties and conduct proceedings orally by telephone or zoom if this speeds up resolution of the complaint.

The annual activity report will be published here.

The Click2Resolve Dispute Resolution Method
Click2Resolve mediates disputes between the customer and business where they have reached a state of deadlock.
The process is entirely voluntary until any settlement is reached between the parties and nothing exchanged between the parties or offered by way of resolution can be relied upon in Court as it is without prejudice, until any agreement is reached.
If and when an agreement is reached, this will be binding on the parties. Otherwise, Click2Resolve will confirm that the matter has not settled.

At any stage, the parties are free to withdraw from the process and pursue their claim through the courts.

The Click2Resolve Process

1. The Customer receives notification from the business that a complaint cannot be resolved through the business’ complaints procedure and that the nominated ADR Provider is Click2Resolve or Promediate (UK) Limited.

2. The Customer registers the complaint with Click2Resolve by downloading the complaints form and emailing this and supporting documents to ProMediate or alternatively posting this and supporting documents to ProMediate’s registered office.

3. Click2Resolve will notify the business and the Customer when the complaint documents are received and notify them of the mediator allocated to deal with the case. The mediatior will request a response to the complaint from the business and supporting documents. If the consumer is dealing with the matter by post then Copies of relevant documents will be posted.

4. Click2Resolve will notify the parties to the dispute as soon as it has received all the documents containing the relevant information relating to the dispute constituting the complete complaint file.

5. Click2Resolve will conciliate between the parties, by email and/or by telephone, to try to resolve the dispute.

6. If any party puts forward an offer to the other during the process, before expressing their consent to any proposed solution or amicable agreement, the other party is allowed a reasonable period of 5 days to reflect upon it.

7. If no agreement is reached within 28 days, the mediator will issue a confirmation in writing. The parties can extend the mediation period if both of them agree and pay another fee.

Contact Details

Click2Resolve is a trading name of Promediate (UK) Limited Company Number 09328473 registered office address Brow Farm Top Road Frodsham WA6 6SP.
enquiries@promediate.co.uk

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.