Our Process

What is ADR?

Alternative Dispute Resolution (ADR) is a non-legally binding and voluntary process that is designed to help resolve disputes between two parties. ADR involves an independent and neutral third party who facilitates discussions between those involved, using mediation and conciliation to guide the parties toward a fair and reasonable outcome. The process is informal and private, and in most cases, it leads to a swift resolution. ADR provides a neutral platform for open communication and a non-judgmental and flexible approach to helping both parties reach an amicable resolution without the need to escalate the matter to a legal forum. If either party does not accept the findings of the mediation their legal and statutory rights remain unchanged, and they can take the matter to court, subject to any court-imposed requirements.

The Benefits of ADR

It is very important to understand that mediation and conciliation is a voluntary and non-legally binding process, it is NOT a “mini-trial”. The sole purpose of the mediation and Conciliation is to reach a ‘Fair and Reasonable’ agreement between the parties in dispute.

The process we follow at Qure is flexible, cost-efficient, and time-effective, and gives the parties control over the process and the results rather than having to pursue a legal route. Consumers have the right to withdraw from the process for any reason, at any time. Parties who choose to proceed and resolve their disputes through ADR are generally more satisfied because they may directly participate in working out the terms of their settlement.

Qure is fully committed to providing independent and impartial dispute resolution. In achieving this, Qure will:

• Demonstrate that we have treated both parties to a dispute fairly so that neither is unduly disadvantaged.
• Remain objective and promote neither the position of the consumer nor that of the Installer.
• Consider the evidence presented by the parties, the specific circumstances, and other information directly relevant to the dispute and whether to request further information from either party.
• Have regard to relevant regulations, laws, and terms and conditions.
• Ensure that all outcomes are based on the balance of probabilities, giving full reasons for all suggested resolutions
• Ensure that fees charged to traders are not linked in any way to the outcome of cases.
• Although you are free to engage independent advice and/or representation in relation to the ADR process, you are in no way obliged or required to do so as part of the service.

Our Approved Chartered Trading Standards Alternative Dispute Resolution service is provided to consumers at no cost.

Qure’s Mediation Team

Our team of 4 ADR officials are impartial experts in dispute resolution, specially trained to address disputes between consumers and businesses. They are skilled in listening attentively and offering resolutions based on factual evidence. Qure maintains an average resolution time of approximately 12 days for actively resolving disputes. Each official brings relevant experience and undergoes comprehensive ongoing training in dispute resolution. All of our staff are employed on a permanent, full-time basis.

The process we follow

The mediation process involves the following steps:

1. Initiation: The consumer or Business contacts Qure to initiate the mediation process, submitting all relevant details of the dispute. This is on the grounds that both parties have attempted to reach a resolution prior to mediation engagement.
2. Mediator appointment: An independent mediator is appointed to manage the case. This mediator will work to help both parties reach a resolution. Parties will be notified as soon as the ‘complete complaint file’ has been received. Only in exceptional circumstances, would Qure look to extend this.
3. Mediation session: The mediator facilitates open discussions between the parties, helping them explore potential solutions and negotiate an agreement.
4. Agreement: Prior to both parties reaching an agreement, they will be allowed a reasonable period to reflect on the proposed outcome before agreeing to it, before forming a resolution. If both parties agree to a resolution, the mediator drafts a settlement agreement, which will be provided in writing via email or post.

How to make a Complaint?

Complete the steps outlined in the following link:

https://quregroup.co.uk/complaints/

You can submit your application in the following ways:

• E-mailed to escalations@quregroup.co.uk
• Send by Post to Qure Group Ltd, Strawberry Fields Digital Hub, Euxton Lane, Chorley, PR7 1PS
• Telephone 0800 211 8000

Initial complaint submissions can be written in any language that can be translated by Google Translate. Our responses, however, will be in English only.

For the avoidance of doubt, we will accept cross-border complaints, which is where the trader and consumer reside in different countries.

Our procedures can be conducted by both oral and written means, in English only.

Consumers have the right to request all documents held in relation to their complaint.

What happens if my complaint is rejected?

There are instances where we are unable to accept a dispute request. Some of the reasons may include:

• The customer has not first attempted to resolve the complaint directly with the trader.
• The dispute is deemed frivolous or vexatious.
• The dispute is currently under consideration or has been previously addressed, by another ADR scheme or court system.
• In the event that Qure receive a dispute case that falls outside of their current industry specialism (Home Improvements and Renewable sector), this would be rejected on the grounds that it could impair the effectiveness of the ADR operation.

Qure reserve the right to reject any cases where any party have deliberately misled Qure on a matter relating to the existence or non-existence of one of the above grounds for refusal.