By continuing to browse our website, you agree to our use of cookies to enhance your experience and provide personalized content.

Dispute Resolution Policy

Effective Date: 18 April 2025

This Dispute Resolution Policy outlines the procedure for resolving disputes between Watermelon Partners Ltd (“Watermelon Partners”, “WP”, “we”, “our”, “us”) and any business, applicant, certified business or partner (“you”, “your”) in connection with our compliance certification services, use of our website, and any related matters.

1. Scope of Policy

This policy applies to:

  • Businesses or individuals applying for certification with Watermelon Partners
  • Certified businesses or partners
  • Website users or platform participants
  • Any party involved in a contractual or service-related interaction with Watermelon Partners Ltd

It covers disputes relating to compliance decisions, certification outcomes, payments, service delivery, data usage, and other relevant issues.

2. Internal Resolution Procedure

We are committed to resolving all disputes fairly, promptly, and amicably. You are encouraged to follow the steps below:

Step 1: Initial Contact

If you have a concern or dispute, please contact us in writing via email at info@watermelonpartners.co.uk with full details of the issue, including:

  • Business name and certification reference (if applicable)
  • Date and nature of the issue
  • Supporting documentation or evidence
  • Your preferred resolution

We aim to acknowledge all dispute queries within 3 working days.

Step 2: Internal Review

A designated compliance officer will review your concern in accordance with our internal procedures. We may request further information from you where necessary. A formal written response will be provided within 10 working days.

Step 3: Escalation

If you are not satisfied with the outcome, you may request escalation. The matter will be reviewed by a senior member of the Watermelon Partners leadership team. A final decision will be provided in writing within 10 further working days.

3. Certification & Payment Disputes

Please note:

  • All certification decisions are based on evidence available at the time of assessment and in line with WP’s ethical standards.
  • Businesses that do not provide requested documentation or fail the compliance check are not entitled to refunds, in accordance with our Terms and Conditions.
  • Recheck and administrative fees are clearly stated and non-refundable.
  • Businesses have the right to reapply or appeal via the standard internal dispute process.

4. External Resolution

If all internal steps have been exhausted and you remain dissatisfied with the resolution, you may consider independent mediation or legal advice.

Where appropriate, either party may refer the matter to an alternative dispute resolution (ADR) provider, subject to agreement. The cost of such services will be borne by the initiating party unless otherwise agreed.

This policy does not limit your statutory rights, including the right to pursue legal action in the courts of England and Wales.

5. Confidentiality

All dispute-related correspondence and documentation will be treated as strictly confidential and handled in accordance with our Privacy Policy and GDPR Compliance Policy.

6. Data Protection

Disputes involving data processing or privacy rights will be handled in accordance with the UK GDPR. You may also raise concerns directly with the Information Commissioner’s Office (ICO): www.ico.org.uk

7. Updates to This Policy

We reserve the right to amend this policy from time to time. Any updates will be published on our website and apply from the date of publication.