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ADR officals

Arbitrators

Geoffrey Hawker, TD, BSc (Eng) FREng, FICE, C Eng, FIEI, FI Struct E, F Cons E, M Soc IS (France) FCI Arb, Barrister-at-law

I am a Chartered Civil Engineer, a Barrister and a Fellow of the Chartered Institute of Arbitrators. I have a broad breadth of experience as mediator and Counsel as well as expert witness before tribunals and on Dispute Adjudication Boards in the UK, Middle East, Pakistan, Canada and the Caribbean. As well as practising dispute resolution (since 2003), I am a practicing barrister-at-law (since 1970 and a practising consulting engineer (since 1964).

Service and Compliance Manager

Julian Mason

For the past 13 years, I have worked alongside Trading Standards in both East and West Cheshire to improve customer standards in the field of automotive sales and service, As a result of the DTI Task Force Report “Jacking Up Standards” (2001), the authorities set up the Golden Spanner garage approval scheme.

In 2009, I compiled a confidential report in the field of automotive service and repair for the Office of Fair Trading which was forwarded to a number of interested parties, including the Trading Standards Institute, the National Consumer Federation and “Which” and “What Car” magazines.

Since June 2011, I have been the independent adjudicator for the Bosch Car Service network of 500 garages in respect of their Consumer Code of Practice (approved by the Certified Trading Standards Institute).
For the past 15 years, I have worked with the Princes Trust as a business mentor and achieved the accolade of Liverpool Business Mentor of the Year in 2006. I run my own consultancy business.

CASE HANDLERS

Stewart Tyler

I have 34 years experience in the motor trade, 13 years with a manufacturer and 21 in retail, specialising in customer service and the audit and compliance of dealership standards.

I have a comprehensive understanding of customer service standards, consumer legislation, Sales and After Sales processes with a well-respected reputation during which time:

  • I  developed and implemented a comprehensive customer service programme for a major retail group
  • I worked with a number of prestigious manufacturers to develop their customer service programmes
  • I have been a technical advisor to the National Conciliation Service Arbitration Panel for 25 years
  • Developed a group quality system that achieved ISO 9002 accreditation with the British Standards Institution
  • I implemented Home Authority Agreement with Essex Trading Standards
  • Contributed to the development of customer service standards within retail dealerships

Nigel Cleveland

I have 34 years experience in the motor trade, 13 years with a manufacturer and 21 in retail, specialising in customer service and the audit and compliance of dealership standards. I have a comprehensive understanding of customer service standards, consumer legislation, Sales and After Sales processes with a well-respected reputation during which time:

  • I developed and implemented a comprehensive customer service programme for a major retail group.
  • I worked with a number of prestigious manufacturers to develop their customer service programmes.
  • I have been a technical advisor to the National Conciliation Service Arbitration Panel for 25 years.
  • Developed a group quality system that achieved ISO 9002 accreditation with the British Standards Institution.
  • I implemented Home Authority Agreement with Essex Trading Standards.
  • Contributed to the development of customer service standards within retail dealerships.