ProMediate

ProMediate’s Alternative Dispute Resolution Mediation service is available to consumers in dispute with;

• Auxillis
• Clarks
• Vivienne Westwood

ProMediate can accept a complaint once you have completed the internal complaints procedure with these businesses.

Contact details

Address

Brow Farm
Top Road
Frodsham
WA66SP
United Kingdom

Contact information

Email address: [email protected]
Website: https://www.promediate.co.uk
Phone: 02036213908

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Type or sector of disputes

The entity is competent for disputes in the following sectors

• Consumer Goods
  
  
• Clothing (including tailor-made goods) and footwear
• Other personal transport
• Spares and accessories for vehicles and other means of personal transport
• Fuels and lubricants for vehicles and other means of personal transport
• Maintenance and repair of vehicles and other transport
• Legal services 
• Transport services

The entity is competent for disputes against traders established in

• Cyprus
• France
• Greece
• Ireland
• Italy
• United Kingdom

 

 

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Procedure

Fees

• Fees have to be paid by the consumer

  Variable fee

  Fees have to be paid by the trader

  Variable fee

  Specific Industry Complaints - Free to Consumers

  Complaints about Professionals including lawyers, telecommunications and Gambling complaints are free to consumers. Businesses pay for the mediation in these cases.

  General Complaints - Cost to Consumers:

  ProMediate charges consumers to deal with their complaints, unless the business operates a policy whereby, they agree to pay the entire mediation cost. It is also open to the consumer to argue that the business should meet their costs of the mediation process.

  Value of Goods or Services and counterclaim

  Up to £1,000	£20 plus VAT
  Up to £2,500	£35 plus VAT
  Up to £5,000	£60 plus VAT
  Up to £7,500	£85 plus VAT
  Up to £10,000	£110 plus VAT

  The above charges are based upon 1 hour of mediator time. Disputes above this value can exit the scheme and be dealt with by ProMediate's general mediation service.

  For Specific Industry Complaints

  Value of Goods or Services in GBP	Cost to Business in GBP
  Up to £1,000	£100 plus VAT
  £1,000 - £2,500	£125 plus VAT
  £2,500 – £5,000	£150 plus VAT
  £5,000 – £7,500	£200 plus VAT
  £7,500 – £10,000	£250 plus VAT

  For Telecommunications or Gambling cases we charge businesses the following:

   

  For Complaints about professionals, we charge £150 per hour plus VAT, but will provide an estimate of time to be spent prior to you agreeing to mediate.

   

  For General Consumer Disputes:

  Cost to businesses:

  Value of Goods or Services

  Up to £1,000 – £60 plus VAT

  £2,500 – £85 plus VAT

  £5,000 – £110 plus VAT

  £7,500 – £135 plus VAT

  £10,000 – £160 plus VAT 

  If the business wishes to pay the consumer’s share of the mediation cost, this is a decision for it.

   

   

Language(s)

The entity is handling the procedure in the following languages:

• English

• French

• German

• Greek

• Italian

• Spanish

Average length of the procedure (in days or months)

The procedure has an average length of 28 days

Conduct of the procedure

•    The procedure is done: in writing, orally
•    The entity does not require the physical presence of the parties and/or of their representative

Outcome of the procedure

• The outcome is non-binding

Grounds for refusal

• The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally

• The dispute is frivolous or vexatious

• The complaint is being or has previously been considered by another dispute resolution body or by a court

• The value of the claim is below or above the required threshold

• The consumer has not submitted the complaint to the dispute resolution body within the required time limit

• Dealing with the dispute will seriously affect the functioning of the dispute resolution body

   

 

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