We are committed to ensuring that our Alternative Dispute Resolution (ADR) service is accessible, inclusive, and fair to all users.

This Reasonable Adjustments Policy explains how we support individuals who may need adjustments to access or participate fully in our ADR process. We recognise that some users may face barriers because of disability, health conditions, neurodiversity, language or communication needs, mental health, vulnerability, caring responsibilities, or other personal circumstances.

Our aim is to remove or reduce barriers wherever it is reasonable and practicable to do so.

This policy applies to all users of our ADR service, including:

· consumers;

· traders;

· representatives;

· witnesses;

· support persons; and

· any other participants involved in the ADR process.

The policy applies throughout all stages of the ADR process, including:

· initial contact and enquiries;

· submission of complaints or evidence;

· mediation, conciliation, adjudication, or investigation processes;

· meetings, hearings, or interviews;

· communications regarding outcomes; and

· follow-up communications.

We are committed to:

· treating all users fairly, respectfully, and with dignity;

· making our ADR processes as accessible as reasonably possible;

· considering reasonable adjustment requests promptly and sensitively;

· communicating clearly and in accessible formats;

· protecting confidentiality and privacy;

· ensuring staff understand their responsibilities under this policy; and

· complying with applicable equality and discrimination legislation.

We recognise that each individual’s circumstances are different, and requests will be considered on a case-by-case basis.

A reasonable adjustment is a change to the way we provide our ADR service to help ensure that a person is not placed at a substantial disadvantage compared with others when accessing or participating in our processes.

Adjustments may be temporary or ongoing depending on the individual’s needs.

Reasonable adjustments may include, but are not limited to, the following.

· providing documents in large print or accessible electronic formats;

· using plain English communications;

· allowing additional time to read or respond to correspondence;

· communicating by telephone instead of email where appropriate;

· arranging interpretation or translation services;

· using relay or text services;

· providing written summaries of meetings or discussions;

· allowing a representative, advocate, interpreter, or support person to assist.

· extending deadlines where appropriate;

· arranging meetings at suitable times;

· conducting meetings remotely or by telephone/video call;

· allowing regular breaks during meetings or hearings;

· adapting the pace or structure of meetings;

· permitting evidence to be submitted in alternative formats.

· arranging accessible meeting venues;

· ensuring step-free access where required;

· supporting the use of assistive technology;

· accommodating sensory or neurodiverse needs where reasonably practicable.

· adapting communications for users experiencing distress or mental health difficulties;

· minimising repeated requests for sensitive information;

· using trauma-informed approaches where appropriate.

The examples above are not exhaustive.

Users may request a reasonable adjustment at any stage of the ADR process.

Requests may be made:

· verbally;

· by email;

· in writing; or

· through a representative or support person.

Where possible, users should tell us:

· what adjustment is requested;

· what barriers or difficulties they are experiencing; and

· any information that may help us understand their needs.

We will not normally require medical evidence unless it is necessary and proportionate to help us assess the request.

We will consider requests fairly, promptly, and individually.

When deciding whether an adjustment is reasonable, we may consider:

· whether the adjustment would reduce or remove the disadvantage experienced;

· the practicality and feasibility of the adjustment;

· the impact on the fairness and integrity of the ADR process;

· the needs of other participants;

· available resources; and

· health and safety considerations.

Where appropriate, we may discuss possible options with the individual before making a decision.

If we cannot provide a requested adjustment, we will explain the reasons and, where possible, discuss alternative solutions.

Information relating to reasonable adjustment requests will be handled sensitively and in accordance with applicable data protection laws and privacy requirements.

Information will only be shared where necessary to implement the adjustment or support the ADR process.

We will:

· make this policy available to ADR users;

· encourage users to tell us about any support needs;

· consider requests consistently and fairly;

· provide appropriate staff awareness and guidance; and

· review our services regularly to improve accessibility.

Users requesting adjustments should:

· tell us about their needs as early as possible where feasible;

· provide sufficient information to help us understand the adjustment required; and

· work cooperatively with us to identify practical solutions.

If a user is dissatisfied with how a reasonable adjustment request has been handled, they may raise the matter through our complaints process.

Complaints relating to reasonable adjustments will be reviewed fairly and independently where possible.

We will review this policy periodically to ensure that it remains effective, appropriate, and compliant with relevant legal and regulatory requirements.

We may use feedback from ADR users to improve accessibility and service delivery.

 Effective Date: 18th May 2026
Version 1.0

London Arbitration Centre Limited