Some of the principal advantages of taking part in mediation are as follows:

• The process can be a lot quicker to find a resolution to a dispute compared to the time allowed for formal adjudication;

• Mediation provides a safe environment for both parties to discuss any issues and their impacts in a productive way;

• It helps to promote an amicable and long-term relationship between the consumer and the business;

• It can help repair a damaged relationship between the parties;

• There is greater flexibility around discussing a resolution and / or settlement that can be agreed;

• It is a confidential meeting for all parties;

• It is less formal, and documentation and evidence are not required; and

• It empowers the parties to find their own route towards a resolution.

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Unfortunately, mediation can only be used if you have a dispute with a Motor Ombudsman-accredited business.

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No, all information provided during the mediation process is always confidential and will not be passed on to the adjudicator for review.

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If the mediator is unable to achieve an agreement between a consumer and business during the meeting, the case will re-join the usual Motor Ombudsman service at the case administration stage. For more information on this process, please see here.

The decision reached by the adjudicator may in fact be more acceptable to both parties following mediation, as the process will have given all involved a chance to put across their thoughts and concerns.

The post What happens if mediation does not result in a mutually agreed resolution? appeared first on The Motor Ombudsman.

 Some of the principal disadvantages of mediation are as follows:

• Both parties (i.e., the consumer and business) need to agree to engage in the process. It cannot go ahead if one party declines the offer for mediation.

• It is not suitable for use in all disputes and there may need to be an element of compromise for both parties to achieve a resolution.

• Despite the best efforts of the mediator, there is no guarantee that an agreement will be reached by the end of the process.

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Yes, all information discussed and provided is always confidential, and will only ever be accessed by The Motor Ombudsman’s in-house mediation team.

The post Is mediation confidential for all parties involved? appeared first on The Motor Ombudsman.

The Motor Ombudsman’s mediation service is carried out via a free-of-charge online video call (our current provider is Zoom), rather than being by phone or face-to-face.

This helps to avoid any of the parties incurring travel or accommodation expenses to attend the mediator-hosted sessions, and means that location is never a barrier to participation.

If parties have specific needs or accessibility issues, The Motor Ombudsman will look to make adjustments where reasonable to do so.

However, mediation is sometimes not a suitable resolution technique, and The Motor Ombudsman may recommend other ADR methods in such circumstances.

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Once your dispute has been allocated to the mediator, our aim is for the mediation to take place within 30 days. However, this is dependent upon all the parties’ availability.

The length of the joint meeting itself will vary depending on the specific facts of the dispute.  The virtual meeting can take up to two hours. This is to allow enough time for each party to communicate their side of the story, and for the mediator to discuss any key points.

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The Motor Ombudsman’s mediation service is free of charge for consumers.

The post How much does it cost to take part in mediation? appeared first on The Motor Ombudsman.

We will assess if your case could benefit from this service. If your dispute is suitable for the process, we will contact you to discuss the next steps.
If both you and the business agree to participate in mediation, a mutually convenient date and time to attend a virtual mediation meeting will be arranged.

It is entirely voluntary for a business or consumer to take part in the process. Should either party decline the use of mediation, this will not prejudice them in any way should they wish to follow our normal adjudication process.

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