Why was mediation introduced by The Motor Ombudsman as part of its early resolution process?

Early resolution, where an issue can be settled between two parties outside of adjudication, has always formed part of The Motor Ombudsman’s dispute resolution service.

Mediation was introduced by The Motor Ombudsman to enhance and evolve the early resolution process by giving both parties the space to talk and work through what has happened to try to reach a mutually agreed solution.

It also provides an alternative to The Motor Ombudsman reaching a decision based on written documentation and evidence, thereby empowering the consumer and the accredited business to reach flexible and amicable outcomes.