Select Page

Complaints Process


The Complaints Process

The Process varies according to the capacity in which you have instructed us:


  1. Certified ADR Provider pursuant to the ADR Regulations 

ProMediate (UK) Limited has a proud of successfully resolving disputes between traders and consumers, for a low fee.  Nonetheless we recognise that sometimes things do not go as smoothly as we would have liked, particularly when dealing with uncooperative traders.

In case of any complaints, we seek to resolve these ourselves in the first instance. The procedure is for the complainant to put their complaint in writing and ProMediate will respond within 28 days. 

ProMediate is registered with the Information Commissioner’s Office for data protection purposes.

If you are dissatisfied with the response, there are two routes to take your complaint further

  • you may make a complaint via the EU Platform
  • we will comply with the information requirements of the ADR Regulations and provide you with information concerning a certified ADR Provider and inform you whether we will use them.
  1. Civil Mediation Council – Commercial and Civil Mediations conducted by CMC Registered Mediators

If your complaint concerns the conduct of a telephone, online or physical mediation by one of ProMediate’s civil and commercial panel mediators, registered with the Civil Mediation Council, if you are dissatisfied with the response then you can take your complaint forward via the Civil Mediation Council Members’ Complaints Resolution Service.  This complaints service has recently been changed (2017) and you will therefore need to obtain details from the Civil Mediation Council’s Registrar.  The most up to date complaints process is not yet available on the CMC’s website.

Contact us by completing the form below
  • This field is for validation purposes and should be left unchanged.

Recent Blog Posts

Learn from the top thought leaders in the industry.

Ireland leads the way for mediation

Mediators have welcomed the commencement of the Mediation Act as of 1 January 2018. Sabine Walsh, president of the Mediators’ Institute of Ireland (MII), said 2018 promises to be “a significant year in the development and practice of mediation in Ireland as a result...

Mediate employment disputes

Employment tribunals are bound to come under growing pressure from a substantial increase in cases after the abolition of fees in July last year. Ministry of Justice figures show that claims for unfair dismissal increased by nearly 50 per cent to 4,345 over the three...

Financial Ombudsman service possible expansion

The FCA want to radically expand access to redress for tens of thousands of small businesses that cannot afford the legal costs of taking banks and other financial services providers to court. In a consultation paper, the Financial Conduct Authority proposes bringing...

Don't Be Shy. Get In Touch.

If you are interested in working together, send us an inquiry and we will get back to you as soon as we can!

Contact Us