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    Bespoke Dispute Resolution for Regulatory Obligations

    When regulation requires an effective dispute resolution mechanism, CEDR designs, delivers and operates it. With 35 years of expertise across every sector and jurisdiction, we are the trusted partner for organisations that need to get this right.

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    When Regulation Requires a Dispute Resolution Mechanism

    A growing body of regulation, across the UK, EU, and internationally, requires or strongly encourages organisations to have in place formal, independent mechanisms for resolving disputes with customers, business users, employees, or communities. Getting these mechanisms right is not simply a legal obligation: it is a question of trust, reputation, and operational continuity.

    CEDR works with organisations across all sectors to design and operate dispute resolution mechanisms that are genuinely effective, compliant with regulatory requirements, and built around the needs of the people who use them. We combine deep expertise in process design with the infrastructure and practitioners to administer schemes at scale.

    Regulatory contexts we work in:

    EU Platform-to-Business (P2B) Regulation

    EU Digital Markets Act (DMA)

    UN Principles on Business & Human Rights

    Financial Services ADR Requirements

    Consumer Protection Regulation

    Healthcare & Clinical Negligence

    Energy & Utilities Redress

    Telecoms Dispute Resolution

    Infrastructure & Access Disputes

    Court-Annexed Mediation Schemes

    Government Procurement Disputes

    Employment & Workplace Rights

    What to Expect from Working with Us

    While every partnership is different, tailored to the needs of each business and their requirements, CEDR's approach is based on four key elements.

    1

    Scoping & Needs Analysis

    We begin with a thorough analysis of the specific regulatory requirement, the nature of the disputes involved, the parties' interests, and the commercial and operational context. This collaborative scoping phase ensures the mechanism we design is fit for purpose from day one, rather than a generic template applied to a specific situation.

    2

    Design & Development

    Using insights from the scoping phase, our process design consultants create practical, consent-based dispute management solutions. For organisations with regulatory obligations requiring rapid implementation, we leverage our expertise and resources to deliver compliant, effective solutions promptly, without sacrificing quality or appropriateness.

    3

    Implementation & Administration

    With 35 years of experience, CEDR has the skilled staff, established mediator panel, and robust case management systems to deliver high-quality dispute resolution services efficiently and at scale. We handle everything from intake and case management to outcome documentation and reporting, so your organisation does not need to manage this internally.

    4

    Ongoing Review & Partnership

    We work with organisations on an ongoing basis, providing regular reporting, identifying dispute trends and emerging challenges, and feeding insight back into the service to drive continuous improvement. Our goal is to be a long-term partner, not a one-time provider.

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    Our Impact

    CEDR has an unparalleled track record in designing and operating regulatory dispute resolution mechanisms for some of the world's largest and most complex organisations. 

    Apple - Digital Markets Act Regulation 2022/1925

    Challenge

    Challenge

    Addressing disputes with app and software developers in compliance with the Digital Markets Act (DMA), Regulation (EU) 2022/1925.

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    Approach

    Designed and established an EU-based specialist technology mediation service for Apple, aligned to their commercial interests and ways of operating.

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    Outcome

    Full compliance with Digital Markets Act (DMA), Regulation (EU) 2022/1925 and greater control and transparency on dispute handling.

    Amazon & Google - EU Platform-to-Business (P2B) Regulation (2019/1150)

    Challenge

    Challenge

    Timely and effective compliance with EU Platform-to-Business (P2B) Regulation (2019/1150).

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    Approach

    Worked with both international platforms to design separate mediation and adjudication mechanisms to address disputes with business users, including bespoke applications and dedicated mediator panels from EU member states.

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    Outcome

    Full compliance with EU Platform-to-Business (P2B) Regulation (2019/1150) across multiple European jurisdictions.

    Bonsucro - Bespoke Grievance Mechanism

    Challenge

    Challenge

    Bonsucro wanted to take proactive steps to improve its Grievance Mechanism to align it with the United Nations Guiding Principles (UNGP) on Business and Human Rights, Effectiveness Criteria. Having an effective Grievance Mechanism is essential for proactive compliance, risk management and remediation. It also demonstrates the credibility of Bonsucro to stakeholders, including ISEAL and the European Commission (EU RED accreditation). 

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    Approach

    Designed and administered 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.

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    Outcome

    Improved ability for individuals and organisations may seek remedy from a Bonsucro Member for a violation of the Bonsucro Code of Conduct and Bonsucro Standards.

    RICS - Scheme for Disputes Between Members Firms and Customers

    Challenge

    Challenge

    Designing and developing a scheme to resolve disputes effectively and proportionately between RICS member firms and their customers.

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    Approach

    Leveraging our extensive experience designing and delivering resolution schemes for consumers, CEDR built the process for complaints to be resolved between RICS member firms and their customers.
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    Outcome

    Approved by RICS, the RICS Scheme is an independent adjudication service that has been set up to resolve disputes between member firms of RICS and their customers. The RICS Scheme is designed to adjudicate disputes that have reached deadlock or where eight weeks have passed since the customer’s complaint was first raised. The RICS Scheme is administered and managed by the Centre for Effective Dispute Resolution (CEDR), an independent alternative dispute resolution provider.

    Global Ministries of Justice - Mediation Schemes

    Challenge

    Challenge

    Leveraging the use of mediation to provide greater access of justice to societies across the globe.

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    Approach

    Designed and evaluated court-annexed and court-connected mediation schemes for first instance, commercial and appellate courts in Croatia, Egypt, Pakistan, Nigeria, Albania, Bangladesh, Bulgaria, Georgia, and the UK. CEDR was also the lead author of the World Bank Group's ADR Guidelines on court-annexed mediation.

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    Outcome

    CEDR has delivered enhanced access to justice in over 70 countries, leveraging both mediation as a process and embedding it into justice systems as well as training key stakeholders including members of the judiciary and government officials.

    Real Outcomes. 
Proven Results.

    CEDR helps manage and resolve conflict at scale across a range of professions and industries. Whether between organisations and their customers or between businesses themselves, our 35+ year experience in dispute resolution processes prioritises effectiveness and proportionality.

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    Dispute resolution schemes designed and delivered since 2010

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    Consumer resolutions handled since 2010

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    Parties in dispute worked with since 2010

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    Value of commercial claims handled since 2023

    Active Dispute Resolution Schemes

    Here is a sample of CEDR' dispute resolution schemes across multiple sectors and jurisdictions. 

    Scope
    UK Rail Network: Access Disputes

    Disputes related to UK rail track access claims

    Court of Appeal Mediation Service
    Court-referred disputes including boundary, clinical negligence, personal injury and other appeals up to £500k claim value
    High Court Appeals Mediation Service
    Mediation for appeals from County Court to High Court of England & Wales
    Central London County Court Mediation
    Time-limited, cost-effective mediation for County Court proceedings up to £100,000
    NHS Resolution Mediation
    Independent mediation for clinical negligence and personal injury claims
    NHSR Early Neutral Evaluation Pilot

    Non-binding expert evaluation for clinical negligence disputes to enable early settlement

    RICS Consumer Dispute Scheme
    Default ADR provider for disputes between RICS member firms and their customers
    Business Banking Resolution Service (BBRS)
    Independent dispute resolution for SME banking customers, including casework and operations
    Platform-to-Business Mediation & Adjudication
    Mediation under EU Regulation 2019/1150 for disputes between online platforms and business users
    UKCS Mediation Pilot (North Sea)
    Mediation for disputes between oil and gas licensees, operators and infrastructure owners in the UK Continental Shelf
    Scope
    UK Rail Network: Access Disputes

    Disputes related to UK rail track access claims

    Court of Appeal Mediation Service
    Court-referred disputes including boundary, clinical negligence, personal injury and other appeals up to £500k claim value
    High Court Appeals Mediation Service
    Mediation for appeals from County Court to High Court of England & Wales
    Central London County Court Mediation
    Time-limited, cost-effective mediation for County Court proceedings up to £100,000
    NHS Resolution Mediation
    Independent mediation for clinical negligence and personal injury claims
    NHSR Early Neutral Evaluation Pilot

    Non-binding expert evaluation for clinical negligence disputes to enable early settlement

    RICS Consumer Dispute Scheme
    Default ADR provider for disputes between RICS member firms and their customers
    Business Banking Resolution Service (BBRS)
    Independent dispute resolution for SME banking customers, including casework and operations
    Platform-to-Business Mediation & Adjudication
    Mediation under EU Regulation 2019/1150 for disputes between online platforms and business users
    UKCS Mediation Pilot (North Sea)
    Mediation for disputes between oil and gas licensees, operators and infrastructure owners in the UK Continental Shelf

    Frequently Asked Questions

    What is a regulatory dispute resolution mechanism?

    A regulatory dispute resolution mechanism is a structured process, typically mandated by legislation or regulatory requirement, through which parties can resolve disputes outside of court. These may include consumer redress schemes required under sector-specific regulation, grievance mechanisms mandated under human rights frameworks, ADR arrangements required by legislation such as the EU's Platform-to-Business Regulation, or ombudsman-style services for regulated industries.

    What regulations require businesses to have dispute resolution mechanisms?

    A growing range of regulations require or strongly encourage businesses to operate formal dispute resolution mechanisms. These include the EU Platform-to-Business (P2B) Regulation for online platforms, the EU Digital Markets Act for designated gatekeeper technology companies, the UN Guiding Principles on Business and Human Rights for companies with significant supply chain risk, sector-specific consumer protection regulations across financial services, energy, telecoms and healthcare, and various national ADR mandates across EU member states and the UK.

    How does CEDR design a bespoke dispute resolution scheme?

    CEDR follows a four-stage process: a thorough scoping and needs analysis to understand the specific regulatory requirement, industry context, and parties involved; a design and development phase in which process consultants create tailored, consent-based solutions; implementation and administration drawing on CEDR's robust infrastructure and specialist panel; and an ongoing review and reporting partnership to track outcomes and identify emerging trends.

    Can CEDR provide dispute resolution services at scale?

    Yes. With 35 years of experience, 250 dispute resolution specialists globally, and a track record of handling more than 125,000 consumer resolutions, CEDR has the expertise, staffing, and case management infrastructure to operate schemes efficiently at scale, including large consumer redress schemes, multi-jurisdictional business-to-business mechanisms, and complex government-administered programmes.

    Does CEDR only work with UK organisations?

    No. CEDR works globally. We have designed court-annexed mediation schemes for governments in eleven countries, operate EU-based mechanisms for major technology companies, maintain mediator panels drawn from across EU member states. Our global mediator panel represents over 40 countries.

    What is the difference between a dispute resolution mechanism and an ombudsman scheme?

    An ombudsman scheme is one specific type of dispute resolution mechanism, typically characterised by an independent, investigative approach and binding or semi-binding decisions. CEDR designs and administers a wider range of mechanisms, including mediation-based processes, adjudication schemes, early neutral evaluation, grievance mechanisms, and hybrid approaches. The right design depends on the regulatory context, the nature of the disputes, and the needs of the parties involved.