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ADR Approved Bodies



ProMediate’s Alternative Dispute Resolution Mediation service is available to all consumers in dispute with traders who have exhausted the trader’s internal complaints process.

Contact details


Brow Farm
Top Road
United Kingdom

Contact information

Email address: enquiries@promediate.co.uk
Website: https://www.promediate.co.uk
Phone: 02036213908

Type or sector of disputes

The entity is competent for disputes in the following sectors

  • Consumer Goods
  • Food - Fruit and vegetables
  • Food - Meat
  • Food - Bread and Cereals
  • Food - Health food and nutrients
  • Food - Other
  • Non-alcoholic beverages
  • Alcoholic beverages
  • Tobacco
  • Clothing (including tailor-made goods) and footwear
  • House maintenance and improvement goods
  • Furnishings
  • Large domestic household appliances (including vacuum cleaners and microwaves)
  • Small domestic household appliances (including coffee machines and food- processing appliances)
  • Electronic goods (non-ICT/recreational)
  • Information and communication technology (ICT) goods
  • Leisure goods (sports equipment, musical instruments, etc)
  • New cars
  • Second-hand cars
  • 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
  • Books, magazines, newspapers, stationery (excluding postal delivery)
  • Pets and pet goods
  • Electrical appliances for personal care
  • Cosmetics and toiletries for personal care
  • Jewellery, silverware, clocks, watches and accessories
  • Baby and child care articles
  • Cleaning and maintenance products, articles for cleaning and non-durable household articles
  • Other
  • Education
  • Schools
  • Language, driving instruction and other private courses
  • Other
  • General Consumer Services
  • Real estate services
  • Construction of new houses
  • House maintenance and improvement services
  • House removal and storage
  • House cleaning services
  • Personal care services
  • Cleaning, repair and hiring of clothing and footwear
  • Support, research and intermediary services
  • Maintenance and repair of vehicles and other transport
  • Legal services & accountancy
  • Funeral services
  • Child care
  • Pet services
  • Other
  • Health
  • Prescribed medication
  • Over-the-counter medication
  • Medical devices and other physical aids used by patients
  • Health services
  • Retirement homes and home care
  • Other
  • Leisure Services
  • Hotels and other holiday accommodation
  • Package travel
  • Travel agency services
  • Timeshare and similar
  • Restaurants and bars
  • Services related to sports and hobbies
  • Cultural and entertainment services
  • Other leisure services
  • Postal services and electronic communications
  • Postal services & couriers
  • Fixed telephone services
  • Mobile telephone services
  • Internet services
  • Television services
  • Other communication services
  • Transport services
  • Tram, bus, metro and underground
  • Railways
  • Taxi
  • Sea, river, other water transport
  • Transport infrastructure services
  • Rental services
  • Other
  • Other
  • Other (Includes both goods and services)


The entity is competent for disputes against traders established in

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





  • 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.




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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Company no. RC000879

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