Is mediation carried out face-to-face, on the phone or via a video call?
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.
