00:00 - Introduction from CEDR Chief Executive James South
02:21 - Participant introductions
14:01 - Why would an organisation invest it's time and resources into setting up an Ombuds Service?
26:13 - How to measure success of an Ombuds programme?
30:59 - What is it about the mediation approach or process that makes it work well for an Ombuds service?
33:06 - What does the typical journey of case look like in an Ombuds Service?
44:43 - The importance of the mediator skill set for solving disputes
01:03:31 - Guiding parties through sensitive cases
01:17:00 - One tip for anybody considering embarking on the Ombuds journey