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: Phone: 02036213908
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 servicesÌý
- 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
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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 GamblingÌýcomplaints 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
£35Ìýplus VATÌý
Up to £5,000
£60Ìýplus VATÌý
Up to £7,500
£85Ìýplus VATÌý
Up to £10,000
£110Ìýplus VATÌý
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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
£125Ìýplus VATÌý
£2,500 – £5,000
£150 plus VATÌý
£5,000 – £7,500
£200 plus VATÌý
£7,500 – £10,000
£250 plus VATÌý
For Telecommunications or GamblingÌýcases we charge businesses the following:
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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.
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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 VATÌý
If the business wishes to pay the consumer’s share of the mediation cost, this is a decision for it.
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Language(s)
The entity is handling the procedure in the following languages:
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English
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French
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German
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Greek
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Italian
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Spanish
Average length of the procedure (in days or months)
The procedure has an average length of 28 days
Conduct of the procedure
- Ìý ÌýThe procedure is done: in writing, orally
- Ìý ÌýThe 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
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The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
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The dispute is frivolous or vexatious
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The complaint is being or has previously been considered by another dispute resolution body or by a court
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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
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Dealing with the dispute will seriously affect the functioning of the dispute resolution body
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