How It Works

NetNeutrals is an innovative way to resolve disputes quickly and fairly.  We pride ourselves on being a professional, reliable, and streamlined online dispute resolution resource that saves you time and money.
Our Process
Online dispute resolution uses traditional, proven systems for settling disputes such as conciliation, mediation and adjudication and merges them with the online environment.  esolving disputes is our business.  We pride ourselves on being a professional, reliable and streamlined online dispute resource.


Both parties can participate fully in the process.  You can be sure that you're being heard.


Some dispute resolution processes take months to complete, and court proceedings can drag on for years.  NetNeutrals offers a speedy alternative so you can move forward. 


Whether you are starting a new case or logging into an existing one, the forum is just a click away.  Access your case 24 hours a day.

About the Mediation Process

Opening a Case

A NetNeutrals case begins when a consumer submits an eligible complaint. The trader is then notified and a conciliation forum is opened.

Here are a few examples of reasons why NetNeutrals EU may deny a case:

1. The consumer has not attempted to contact the trader regarding the complaint,
2. The dispute is frivolous or vexatious,
3. The dispute is being or has been previously considered by another certified ADR provider or by a court,
4. T
he value falls below £100, or
5. The consumer submits a complaint more than 12 months after the date the consumer and trader were unable to resolve the issues.

Additionally, NetNeutrals EU may deny a case based on the following concerns:
1. Claims that would monopolise NetNeutrals EU resources,
2. B
e in direct conflict with NetNeutrals EU programme rules, or
3. Be considered a conflict of interest or in which impartiality would be in question. 

1. Conciliation

In the conciliation phase, you can add more detail about your complaint and upload photos and other documents to a negotiation forum. There the parties can discuss the issue directly and try to reach a settlement or understanding without the assistance of a trained third party. 
  • Be heard.  You can fully explain the experience you have had.
  • Get easy accessParties can log on and describe their issues at any time of the day or night from any location.
  • Find a solution.  You can suggest what would solve your problem or make you happy.

2. Mediation

In mediation, a neutral third party (the Mediator) joins in the forum to help find resolution.  Meditators are professionals with expertise in the field of your dispute. The Mediator helps the parties to communicate effectively with one another and evaluate possible solutions. 


Mediator Selection
Proposed Settlement


Proposed Settlement
Acceptance or


Changes to Proposed

3. Adjudication

If a case cannot be resolved through mediation, it may move on to adjudication.  In adjudication, a new third party is selected and invited in to review the case and all the activity in the forum. The neutral Adjudicator then selects from the Proposed Settlement presented by the Mediator, Consumer, and Trader.

The assigned Adjudicator reviews all the information presented and makes a final decision.

General Rules

  • Process is free to consumer
  • Available for both domestic and cross-border disputes; involving e-commerce, motors, and travel
  • Consumer must have already contacted the trader and be unsatisfied with the response to the complaint
  • Alternative Dispute Resolution (ADR) Officials (Mediators and Adjudicators) are neutral parties without trader or consumer affiliations. They have expertise in the law and subject matter.
  • Consumers cannot file for ADR with a second provider
  • Process is voluntary; either party may leave the process at any time
  • Complaint cannot be more than one year old
  • Process takes no more than 90 days
Have any additional questions?
Drop us a line and we will get back
to you shortly.
Fill out the form if you are having trouble opening a case or if you have another question about our process.  We will review your case and get back to you as soon as possible.

NetNeutrals EU
Johnstown Business Centre
Johnstown, Naas
Co Kildare
W91 C99T
+353 15312836
© NetNeutrals Ltd, 2024 

NetNeutrals EU is an approved Dispute Resolution body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015

NetNeutrals EU is an approved Dispute Resolution body under the European Union (Alternative Dispute Resolution for Consumer Disputes) Regulations 2015
NetNeutrals EU was approved in July 2016 by the Civil Aviation Authority (the UK aviation regulator) to operate as an ADR body for aviation consumers.
NetNeutrals EU voluntarily withdrew from the CAA List of approved ADR providers in September 2017 with an intention of applying to re-enter the UK aviation disputes marketplace at a future date