Services

Policy analysis and research
- Including benchmarking, desk reviews, literature reviews, quantitative and qualitative research, and more
- Provision of support to help organisations learn and innovate, based in best practice and robust research insights
Independent stakeholder surveys and analysis (ISSA method)
- Unique ISSA Methodology – providing robust, rigorous stakeholder surveys and analysis based on cutting edge social scientific methods
- Designed to support regulators, commissioners, ombudsman and ADR bodies, and other organisations in the public and private sectors who require to provide credible and independent evidence of effectiveness to stakeholders and/ or shareholders
Independent organisational reviews
- Independent reviews of dispute resolution institutions, including ombudsman offices, adjudication and arbitration schemes, mediation and ADR providers
- Validated member of the International Ombudsman Institute Peer Review Panel
Independent process reviews and advice
- Independent reviews of customer service, complaint handling, investigation, mediation, online dispute resolution, and conflict resolution processes across a range of organisations
- Advice on best practice in dispute system design to support the development and improvement of dispute processes
Independent complaint investigations
- Provision of ad hoc independent complaint investigations (including whistleblowing, staff grievances, alleged misconduct, customer complaints)
- Provision of independent reviewer services for ombudsman and ADR organisations
Training, learning and development
- Provision of short training courses, coaching and mentoring, workshop facilitation, conference keynotes and chairing