Ask the program administrators for the ethics rules. Most programs make sure that neutrals are not personally involved in the dispute and will not benefit from the resolution. If you use a dispute resolution program that begins with mediation and, if needed, proceeds to arbitration, try to avoid using the same person to act as mediator and arbitrator. Find out if the program guarantees confidentiality. To get a sense of the program's neutrality, ask who pays for it.
Some programs are free.
Others charge a flat rate or by how much a consumer can afford. Mediation is nonbinding. Arbitration may be binding on the company, both parties, or neither. If the arbitrator's decision is nonbinding, you can reject it and try other avenues, including, in some areas, small claims court. Be sure you are willing to accept the possible outcomes from the dispute resolution program you choose.