Policies · Dispute Resolution
Dispute Resolution Policy
If we disagree on something we couldn't sort through the complaints process, here's the ladder — from cheapest and fastest (mediation, small claims) to slowest and most expensive (full court action). We commit to mediation before court, and we never withhold goods or documents to pressure you into accepting an unfair outcome.
Try complaints first
Most disputes resolve through our Complaints Procedure (/policies/complaints) — use those 4 stages first. If after a Stage 2 Director review you remain dissatisfied, the options below apply.
The ladder
1. Direct negotiation — written exchange between you and Director, always try first. 2. Mediation (CEDR) — independent mediator, most disputes, medium cost shared. 3. Adjudication — construction / engineering only, rare in freight. 4. Arbitration (LMAA for sea-freight) — binding award, higher cost. 5. County Court small claims — claims up to £10,000, £35–£455 fee + own costs. 6. County / High Court — claims above £10k, higher fees + costs. 7. Specialist tribunals — ICO (data) / HMRC (customs) / etc.
Mediation — our preferred route
We are committed to mediation before any court action. CEDR (Centre for Effective Dispute Resolution) is the UK's leading commercial mediation provider. Either party proposes mediation in writing; other party responds within 14 days; mediator appointed jointly or by CEDR. Mediation usually within 30 days, typically 1 day in person or remote. Cost: typically £750–£2,500 per party. We pay our share without precondition. All discussions are 'without prejudice' — cannot be used in court if mediation fails. Settlement becomes binding contract.
Small Claims Court
Claims up to £10,000 (England & Wales) on the Small Claims Track. File via Money Claim Online. Court fee £35 (£25 online) to £455 depending on amount claimed. Usually no legal representation needed. Judgment in 6–12 weeks typical. Both sides pay their own legal costs (no costs award against the loser, with limited exceptions). We respond promptly and in good faith — no procedural games to delay.
Jurisdiction and governing law
B2B: English law, exclusive jurisdiction of English courts (our standard T&Cs). B2C — England / Wales resident: English law, courts in E&W. B2C — Scotland resident: Scots law, courts of Scotland. B2C — Northern Ireland resident: NI law, courts of NI. We do NOT impose foreign jurisdiction on UK consumers — UK consumer law overrides any contrary clause.
Time bars — strict
Time bars run during dispute resolution. Complaints, mediation, and arbitration discussions do NOT extend the time within which you must file a claim. Our standard T&Cs — all claims: full claim within 9 months of delivery / scheduled delivery / event. Hague-Visby (sea): 1 year from delivery. CMR (road international): 1 year (3 years for wilful misconduct). Montreal (air): 2 years. Contract / tort under UK Limitation Act 1980: 6 years (12 if under deed). Consumer Rights Act: 6 years. If approaching a time bar during dispute resolution, file a protective claim to stop the clock.
Cooperation and settlements
We do not withhold goods or documents to pressure settlement — except where our lien rights under our standard T&Cs properly apply for unpaid invoices. We provide reasonable access to records for legitimate investigation. We comply with disclosure obligations. We continue serving you on unrelated matters in good faith. Settlements: in writing, signed by authorised representatives, confidential by default, inclusive of all open matters within scope (comprehensive release), without admission of liability unless expressly stated. Settlement is final — bars further claim on the same matter. Dispute files retained 6 years after closure.
Last reviewed 2026-06-06.