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Designing and Operating Dispute Resolution Mechanisms and Interventions

We help our clients achieve better outcomes from disputes and conflict. By putting people and dialogue first, we enable both individuals and organisations to rethink internal and external conflict. 

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£16.75bn

Value of commercial claims handled since 2023

350,000+

Number of parties in dispute that CEDR has worked with since 2010

125,000+

Consumer resolutions handled since 2010

250+

Dispute resolution specialists globally

60+

Dispute resolution schemes designed and delivered since 2010

Who we've worked with:

How we help

Individuals, teams, and leadership

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Designing and operating dispute resolution mechanisms and interventions

 

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Empowering people with practical conflict skills

 

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Advising on process improvements to prevent the escalation of conflict

 

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Our Approach

CEDR works with organisations and bodies across all industries and sectors to develop a holistic approach to dispute mitigation, management and resolution. This involves bringing people, policy and process together to ensure better outcomes for those involved.

Four Phases to Your Dispute Resolution Mechanism

Designing and operating dispute resolution mechanisms requires a tailored approach based on the dispute type, involved parties, and industry or organisational context. The initial stage involves a thorough analysis to understand the specific needs for the mechanism or intervention. This is achieved through collaboration with stakeholders to identify their interests, requirements, commercial priorities, and regulatory considerations.

Using insights from the scoping stage, process design consultants create practical, consent based dispute management solutions that preserve key relationships and reduce costs compared to litigation. For clients with regulatory obligations requiring rapid implementation, CEDR leverages its expertise and resources to deliver effective, compliant solutions promptly.

With 30 years of experience, CEDR has the expertise, skilled staff, and robust case management systems to efficiently deliver high quality dispute resolution services, including at scale. This ensures effective implementation and support for tailored solutions developed during the design and development phase.

CEDR works with organisations on an ongoing basis to provide reporting and identify dispute trends and other emerging challenges, feeding this insight (where appropriate) back into the service to drive improved performance.

Specific Intervention Processes

CEDR’s dispute resolution mechanisms and interventions draw on a range of processes and offers tailored services to meet the specific needs of clients.

Each process offers different benefits and can be used in tandem with others to offer suitable pathways, depending on the nature and scale of the disputes.

Adjudication

Adjudication

Assessing written submissions and evidence by an independent adjudicator in a time limited process to reach a binding outcome for parties in dispute commonly used to address consumer complaints in regulated sectors and the construction industry for building disputes.
Adjudication
Arbitration

Arbitration

Identifying and nominating or appointing suitable arbitrator(s) for adhoc arbitrations who will work with parties to set the procedure and timetables for submission of evidence, conduct and format of hearings, and provide a written award which is binding on the parties.

Arbitration
Commercial Deal Facilitation

Commercial Deal Facilitation

Appointing a third-party negotiation expert to assist as a neutral chair to help break deadlock or enhance the quality of information exchange and building of relationships
Commercial Deal Facilitation
Concilliation

Conciliation

A series of private discussions where a neutral third-party conciliator works with parties in dispute to bridge communication gaps and explore solutions and resolutions. The conciliator may provide a recommendation if agreement is not reached.
Conciliation
Early Neutral Evaluation

Early Neutral Evaluation

Appointing an independent and expert evaluator to issue a nonbinding determination of a discrete issue or whole dispute based on the evaluator’s assessment of the likely outcome if the matter or issue was to proceed to a trial or other formal tribunal, whilst avoiding the associated time and cost implications.
Early Neutral Evaluation
Expert Determination

Expert Determination

Appointing an expert to provide a binding and reasoned determination of an issue or dispute which parties agree to implement within a set timescale.
Expert Determination
Mediation

Mediation

Facilitating “without prejudice” negotiations to resolve commercial and employment disputes and litigation, using an independent, third-party neutral mediator to assist parties in designing and finalising mutually agreed terms of settlement.
Mediation
Workplace Mediation

Workplace Mediation

Facilitating discussions between employees and/or teams in dispute or facing ongoing challenges, before matters have progressed to escalated stage or litigation, using an independent, third-party neutral to devise appropriate and consensual ways forward. 
Workplace Mediation
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Client Spotlights

Amazon

Amazon

Design, set-up and operation of a dispute resolution scheme to address disputes with Amazon’s business users in the EU, with an independent adjudicator providing a nonbinding written decision within a short timescale. Creating process rules and supporting documents with an online application process and rules available in the major EU languages, together with case management processes.

Google

Google

Design, set-up and operation of bespoke mediation services to manage disputes between Google,  business users, and app developers using the Google Play Store to meet the requirements of the EU Platform to Business Regulation and the EU Digital Markets Act. Establishing and maintaining a panel of mediators from EU member states for tech disputes, creating dedicated application processes, case management systems and a suite of documents and guidance for applicants.

Vodafone and British Airways

Vodafone and British Airways

Providing dispute resolution services for deadlocked disputes between the organisations and customers. Working closely with the complaint teams to provide insights into dispute trends and partnering with other areas of the business on enhancing conflict engagement capabilities.

Apple

Apple

Designing and establishing an EU based specialist technology mediation service for Apple to address disputes with app and software developers in compliance with the Digital Markets Act – Regulation (EU) 2022/1925 (the DMA).

BBRS

Business Banking Resolution Service

CEDR provides dispute resolution practitioners, operations experts and omni channel technology to the BBRS to carry out casework in relation to business banking. The BBRS is an entirely independent banking dispute resolution service for small and medium sized businesses. It’s goal is to help customers be heard and ensure a fair outcome.

Bon Sucro

Bonsucro

Designing and administering a bespoke grievance mechanism to ensure effective risk management, remediation and compliance with the United Nations Guiding Principles on Business and Human Rights Effectiveness Criteria.

RICS

Royal Institution of Chartered Surveyors (RICS)

Administering and managing the RICS scheme for disputes between their member firms and customers. CEDR has been appointed the default Alternative Dispute Resolution provider for these consumer complaints.

North Sea Transition Authority

UKCS Mediation Pilot

Administering mediations for the resolution of certain disputes between oil and gas licensees, operators and infrastructure owners in the UK Continental Shelf.

Building Digital UK

Building Digital

Establishment of an independent dispute advisory panel to assist with the early resolution of disputes between BDUK and contractors in relation to Project Gigabit; a flagship UK Government infrastructure projectto build fast, reliable gigabitcapable broadband. Preparing a job specification, and recruiting a Chair for the panel, designing service rules, case management guidance and supporting documents.

HM Courts & Tribunal

HMCTS – County Court, High Court and Court of Appeal

Design and operation of quick, affordable mediation services for proceedings in the County Court for claims in the small, fast and intermediate tracks. Design and operation of mediation services for appeals from the County Court to High Court and for eligible appeals from the High Court to the Court of Appeal.

Dispute Resolution Schemes Operated by CEDR

Scheme Specifics
Access Disputes (UK Rail Network)
Access Disputes related to UK rail track access claims brought through Access Disputes.
Bonsucro Grievance Mechanism
CEDR acts as the Administrator of Bonsucro’s Grievance Mechanism which is one of the various options made available to individuals and organisations wishing to report or complain about the actions of a Bonsucro Member.
Central London County Court
A time limited and cost-effective mediation service available for County Court proceedings with an aggregate value of up to £100,000.
Court of Appeal Mediation Service
Court of Appeal referred disputes related to boundary disputes, clinical negligence, personal injury, trusts, wills & probate, and all other claims given permission to appeal with a claim value of up to £500k.
High Court Appeals Mediation Service
A mediation service for appeals from the County Court to the High Court of England & Wales where permission to appeal is either adjourned or granted.
National Association of Funeral Directors
Mediation and adjudication related to disputes in the funeral services industry
NHSR Early Neutral Evaluation Pilot Scheme
A non-binding evaluation service for clinical negligence disputes designed to give participants an expert independent assessment of claim merits and enable early settlement and avoid legal costs.
NHSR Mediation
An independent mediation service contracted by NHS Resolution with a specialist mediator panel for clinical negligence and personal injury claims
Platform to Business Mediation & Adjudication Service
Mediation related to the European Union Regulation 2019/1150 on promoting fairness and transparency for business users of online intermediation services.
Private Healthcare
Mediation related to disputes between patients and private healthcare providers
Project Gigabit – Independent Dispute Advisory Panel
An innovative dispute avoidance process to manage potential disputes arising from contracts awarded under the UK Government’s flagship Project Gigabit initiative to roll-out fast-fibre broadband across the UK.
UKCS Mediation Pilot
The North Sea Transition Authority (NSTA) mediation pilot aims to test the extent to which mediation can resolve certain disputes between oil and gas licensees, operators and infrastructure owners in the UK Continental Shelf.

Benefits of Working with CEDR

35 years of institutional expertise in dispute resolutions across multiple sectors.

35 years of institutional expertise in dispute resolutions across multiple sectors.

Access to an extensive and rofessionally diverse panel of dispute experts both in the United Kingdom and internationally.

Access to an extensive and rofessionally diverse panel of dispute experts both in the United Kingdom and internationally.

Experience in managing both B2B and B2C disputes at scale, from relatively low value claims, to complex, multi-party disputes valued in the billions

Experience in managing both B2B and B2C disputes at scale, from relatively low value claims, to complex, multi-party disputes valued in the billions

Global reputation in the training of mediator, conflict engagement and negotiation skills

Global reputation in the training of mediator, conflict engagement and negotiation skills

Thought leader and pioneer in the use of mediation and other processes

Thought leader and pioneer in the use of mediation and other processes

Track record of standing up bespoke solutions for specific organisations or entire industries.

Track record of standing up bespoke solutions for specific organisations or entire industries.

Support from an experienced central operations hub and extensive administrative team.

Support from an experienced central operations hub and extensive administrative team.

Contact Us About Designing and Operating a Dispute Resolution Mechanism and Intervention

Richard Nunn Round
Richard Nunn
Head of Commercial Disputes