What happens if mediation does not result in a mutually agreed resolution?

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.