So we have asked them:-
We have asked some questions, and most were not answered. Now that the case we were dealing with is over, we are, of course, trying to make changes to our business processes. Almost all of these changes are bad for our customers, which is a shame, but we have no choice. We do, however, have a very loyal customer base, and after news of this case came out we have a lot of customers stating on their enquiries words to the effect of "we promise not to take you to ADR". I am trying to find out if such a promise is valid - if someone says that, and then they do later take us to ADR, will you still accept the case? I hope you can find the time to answer us, as your customer, and a member. Regards.
Another question which I do not believe was answered... If we have a dispute where a customer owes us money, it is clear that the customer could refuse to pay and take the matter to ADR. It is clear that even if we have started proceedings in the small claims court, you will still accept a case. What we want to know is: at what point you will not take a case? If we have issued a county court claim and have a judgement against the customer for non payment, is it then a "resolved dispute" and so not acceptable as an ADR case. Is there some point earlier, such as if we have a hearing date, i.e. where the customer has clearly accepted the jurisdiction of the courts by filing a defence? We need to know exactly when, and if, a cause via the county courts is no longer eligible for ADR. This is highly relevant to the timescales under which we issue county court proceedings where customers refuse to pay. 8 weeks is a very small time scale for such things, but just about possible. I look forward to your reply on this matter. Regards