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Complaints Procedure

The bpma aims to ensure its members provide the very best levels of service to its customers.  In the event that there are organizations wishing to complain against the members, a mediation service is provided for both buyers and members. 

Firstly, all complaints must be received in writing explaining exactly the sequence of events to the Director General and Director of Compliance and Complaints.  complaints@bpma.co.uk and gordon@bpma.co.uk

Our team will speak to both parties with a view of resolving differences.  In the event that the bpma cannot find a satisfactory conclusion, we recommend the use of our professional mediator which both parties need to fund.  This is considerably more cost effective than seeking resolution through the courts.

Types of Mediation Services
Resolution Mediation can offer the following:
• Mediation between 2 or more parties (before court proceedings are issued or after, with or without solicitor involvement)
• In-house mediation for organisations where internal disputes are adversely affecting productivity
• Conflict Management training – delivered in the workplace and tailored to needs
We discussed the first service in most detail during our call so the information below focuses on this.  If you would like further information on the other two, please do let me know.

Mediation Process
For the majority of disputes, a half-day mediation (4 hours) is sufficient time for parties to reach an agreed solution. Beforehand I ask all parties to provide me with any documents they feel are relevant and to speak privately with me on the phone. I aim to establish trust with parties from the very first contact so that the face-to-face time is as productive as possible.The mediation itself is a mixture of private session with the individual parties and myself and also joint sessions with all parties and the mediator.  When a settlement is reached, all parties sign a legally binding document – this happens in 90% of all cases I mediate which is a significantly above average settlement rate.

Cost Savings
The cost savings can be substantial compared to a court case.  The example that I shared with you earlier was a recent mediation of mine where the dispute centred around a £12,000 bill.  One party said they had done the work to the correct standard and should be paid, the other party insisted that the work had not been carried out properly and consequently refused to pay the invoice.  By the time the case got to mediation both parties had individually spent between £7,000 - £9,000 on solicitors’ fees. 

The MDs of both businesses (who had known one another for many years) attended the mediation confident of their individual cases and both had spent considerable management time on issuing and responding to court proceedings.  In 4 hours we achieved a legally binding solution that satisfied both parties and, after the document had been signed, both spontaneously expressed regret at how the dispute had escalated and how they wanted to put it behind them.  It is unlikely that a trial would have produced such an outcome.

The cost of the mediation was £500 per party.  If they had gone to trial, the party who lost the case may well have had to cover both their own and the other side’s legal fees as well as paying the original bill which in total could have been in the region of        £40,000.

Additional Benefits
In addition to the cost savings mentioned above, mediations can be highly time efficient.  They can be arranged within a matter of weeks and usually last for half a day saving considerable management time.  The outcome stays in the control of the parties and can resolve not only the commercial aspects of the disputes but any personal ones (if an ongoing relationship is desired). All mediation discussions are private and ‘without prejudice’ meaning that they cannot be used in evidence if the case goes to court. This ensures that negative publicity is minimised.

Fees and Expenses
Mediator fees for a 4 hour mediation are £500 per party and payable in advance.  This includes preparation time (up to 2 hours) and any travel time.  Should the parties desire to continue beyond a four hour session, and if the mediator agrees, each subsequent hour is charged at the hourly rate of £125 per party and billed for following the mediation. Mileage is charged at the standard IR rate.  Any other expenses will be agreed in advance between the mediator and the parties.

Gillian’s mediation experience dates back to 2004 and since then she has been involved in successful mediations in both the public and private sectors. 

Accredited with Europe’s leading mediation provider CEDR  (Centre for Effective Dispute Resolution) in 2005, she is a Director of The Association of Cambridge Mediators and has also been appointed to CEDR’s national panel of mediators.

Professional Background

One of Gillian’s strengths as a mediator is her knowledge and direct experience of business issues. Gillian’s business career has been built on a proven track record in Sales and Marketing, New Product Development and HR across UK, European and Global roles. This influences her drive for parties to find commercially valid and creative solutions.
Mediations she has been involved in include:
• Racial discrimination and victimisation case in the media sector that had been ongoing for 12 months.  Mediation lasted for one day and resulted in a Settlement Agreement.
• Breach of contract case within the construction sector that had been ongoing for 2 years. Mediation lasted for half a day and resulted in a Settlement Agreement.
• Sexual and racial discrimination case in the pharmaceutical sector that had been ongoing for 12 months.  Mediation lasted for one day and resulted in a Settlement Agreement.
• Three-party family probate case that had been ongoing for 2 years. Mediation lasted for half a day and resulted in a Settlement Agreement.
• Breach of contract case within a family business that had been ongoing for 4 years.  Mediation lasted for one day and resulted in a Settlement Agreement.

Feedback on Gillian's style praises her natural ease, her superb communication skills and her ability to bring people to their senses and not to their knees.  Clients have commented: 

“I felt in safe hands”
“I felt heard and understood…thank you”
“Exceptional”  

In addition to hands-on business experience, Gillian has a degree in Modern & Medieval Languages from Cambridge University and speaks competent French and fluent Italian.