Complaints & Dispute Resolution Procedure

Member-to-member disputes

1. Members are expected to attempt to resolve disputes directly and in good faith in the first instance.
2. Unresolved disputes may be escalated to the Network in writing, with supporting evidence (invoices, correspondence, shipment documents).
3. The Network may offer to facilitate informal mediation between the parties. This is a good-faith facilitation service only — the Network does not act as an arbitrator, does not determine legal liability, and any settlement reached is between the Members themselves.
4. Where a dispute involves a payment default, this may be reflected on the Network's internal credit-status log for the benefit of other Members, in line with our Membership Rules.
5. Members remain free at all times to pursue formal legal remedies (litigation or arbitration under their own commercial contract with the other party) — the Network's informal process is optional and non-binding.

Arbitration & Advisory Panel

Once the Network has sufficient membership to support it (recommended: once membership exceeds approximately 75–100 active Members), the Network may establish an Arbitration & Advisory Panel comprising 2–3 experienced Member companies, appointed by the Network, to assist in resolving Member disputes and to advise the Network on operational and development matters.

The Panel's role is informal and advisory only. It has no authority to make a binding determination on either party, to award compensation, or to compel any action — its recommendations are offered in good faith to help the parties reach their own resolution. Panel members are reimbursed reasonable direct expenses but are not paid a fee for this role, to preserve their independence. Before this stage is reached, disputes are handled directly by the Network as described above.

Complaints about the Network

Complaints about the Network's own conduct, decisions, or service should be sent in writing via our Contact page, marked "Formal Complaint." We aim to acknowledge complaints within 5 business days and provide a substantive response within 20 business days. If a complaint involves data protection, you may also refer the matter to the Information Commissioner's Office (ico.org.uk) at any time.

This procedure should be read alongside our Membership Agreement and Due Diligence guide.