Consumer Mediation Scheme

The mediation process involves the following steps:

1. Initiation: the consumer or trader contacts RICS to initiate the mediation process, submitting all relevant details of the dispute.
2. Mediator appointment: an independent mediator is appointed to manage the case. This mediator will work to help both parties reach a resolution.
3. Mediation session: the mediator facilitates discussions between the parties, helping them explore potential solutions and negotiate an agreement.
4. Agreement: if both parties agree to a resolution, the mediator drafts a settlement agreement.

• Cost-effective: mediation is typically less expensive than pursuing a court case.
• Confidential: the entire mediation process is private and confidential, protecting both parties' reputations.
• Time efficient: the mediation process is designed to be swift, usually concluding within a few weeks.
• Consumer focused: the service provides a free, 30 minute advice helpline from a chartered surveyor for unrepresented parties.

The ADR method used is mediation and the maximum duration of the mediator's appointment is 90 days from the mediator being appointed by RICS. Further information can be found in the guidance document.

The CMS is available to any consumer who has purchased goods or services from a trader and is dissatisfied with the outcome after exhausting the trader’s complaints procedure. It is also available to traders looking to resolve disputes with their customers without resorting to litigation.

The pricing for mediation is clear and straightforward. Fees vary based on the value of the dispute and are shared between the parties unless otherwise agreed. Full pricing details can be found in our downloadable guidance documents.