Is taking part in mediation compulsory for the resolution of a dispute?
No, it is entirely voluntary for a business or consumer to take part in the process, and for mediation to occur, both parties must agree to the collaborative meeting hosted by The Motor Ombudsman.
Should either party decline the use of mediation, this will not prejudice them in any way should the dispute go to adjudication.
When submitting information about your dispute, you can state whether you would consider mediation when completing the “Your Complaint” page of our online submission form. Your case will then be assessed to determine whether it is suitable for mediation.