Platform-to-Business (P2B) Mediation Help Center

P2Bis a European Regulation that promotes fairness and transparency for EU business users of online intermediation services, also known as platforms. P2B also requires companies like Google that operate platforms to identify third party mediators who might help facilitate the resolution of disputes when EU business customers bring concerns about those platforms. If you are a business user established or resident in the EU or the UK, it is highly likely that P2B is relevant to you.

Google platforms have existing customer support to respond to many business customer concerns specific to each platform. If you haven't tried out yet the help services applicable to the Google platform you're using to request customer support, take a moment to do so. You may request troubleshooting or address your concerns.

If you have a complaint which you could not resolve through customer support and you are certain you would like to consider requesting mediation, follow the below steps in this site.

Request Mediation

Mediation is a process where a trained neutral mediator actively assists people or organizations to work towards a dispute resolution. Before proceeding, you and Google would first need to agree to use mediation. Help us understand the issue you would like addressed by submitting your concern via the online mediation request form. We'll review the request, determine if the product your request is about is within the scope of P2B and get back to you.

Please note that mediation entails a payment of a proportion of mediation fees as dictated by the process of the identified mediation institution.

Mediator Listing

Google has identified the Center for Effective Dispute Resolution ("CEDR") as the institution which can provide mediation services through a panel of selected specialist mediators satisfying the requirements of P2B. The Center for Effective Dispute Resolution (CEDR) works with impartial, independent and experienced commercial mediators throughout Europe and will administer the mediation according to the Mediation Rules for Google P2B disputes (“Mediation Rules”). You can see the relevant CEDR Mediation Rules online at CEDR’s website.

Mediation Request Form

Before submitting the mediation request form, you will need the following information:

(a) the name of the person making the claim

(b) the name of your business related to this claim

(d) the email address used to create the account, as applicable

(e) the Google platform(s)

(f) the account identifier(s) for each platform, if you have one

(g) a description of the nature and basis of the claim

(h) the result that is desired

(i) the case number(s) assigned by Google to track previous attempts to resolve the dispute, if there is one

By submitting the form you confirm you've reviewed and understood the above information about mediation in the Help Center.

Mediation Request Form