consumer disputes

If your company is in dispute with a customer and court action seems inevitable, then it’s tempting to think you have to go along with the whole process, with all the time and costs that entails. However, mediation is being increasingly used to resolve consumer disputes, so if you find yourself the subject of a complaint, why not suggest to the customer that they try mediation? It’s easier for both of you – and will probably end up costing your customer much less. They might even thank you for it!

Our team of mediators are experienced in consumer matters, and can deal with all kinds of cases including larger or more complex contractual issues (see our page on commercial disputes). Our areas of experience include:

Banking

Building/construction

Commercial

Environmental

Insurance/Reinsurance

Landlord & Tenant

Partnership/shareholder disputes

Private clients

Professional negligence

Supply of goods and services

We have particular expertise in cases involving equality of access to goods and services under all relevant discrimination legislation, including those involving access to air travel.

 

 

Case Study

A rail passenger in a wheelchair was left on a train and taken to the wrong station when a guard failed to remember to offer assistance which the complainant had requested. The guard was apologetic, and advised the customer to get off at the next station and get next train back – as a result the customer was 30 minutes late for work.

On another occasion he was not able to get on a train as the wheelchair ramp needed repair, even though he’d pre booked assistance. Again, he was delayed with no alternative help, and was advised not to travel from that station for the rest of the week.

Finally, he needed to travel for business with an urgent deadline - again, he had prebooked assistance but the station was closed for track repairs. An alternative bus service was available, but with no wheelchair access. He had no alternative but to go home.

He had submitted formal complaints in the past but had only received apologies and reassurances that it wouldn’t happen again, so he sought mediation. The two companies involved both admitted that it was wrong he had to suffer. Agreed changes to procedures were made, meaning the case was able to be resolved quickly.

Interested?
Click here to contact us. NHS manager awarded nearly £1m in racial discrimination case Jan 24, 2012 New breed of mediators can revolutionise British legal system Jan 24, 2012 Doctor awarded £4.5 million for sex and race discrimination claim Jan 12, 2012