Is a Dispute Resolution Service Independent of the Business Being Reviewed? Introduction A dispute resolution service may appear independent on paper, yet leave one side wondering whose interests it serves. The key question is not whether it has a separate name, office or website. It is whether the business under review can influence the process, the decision-makers or the outcome. This matters because dispute resolution depends on confidence as well as procedure. A consumer may accept an unfavourable decision if the reasoning is clear and the rules were applied fairly.…
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