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Jerry Palmer is an evaluative mediator with skills best suited to cases in litigation or in the pre-litigation stages. I believe mediation should focus on the hard issues in the case. Whether they are issues of law, fact or evidence. Probable results, and the cost and risk of litigation usually drive a settlement. Authorized decision-makers should be present during the mediation process.

If your complaint has not been resolved quickly (normally within eight weeks), you can take your complaint to an organisation like Ombudsman Services. The new service, Consumer Ombudsman, is open for any complaint outside financial services and is run by Ombudsman Services, which already operates the popular government-backed complaints schemes in energy and telecoms.