What you need to know
If you have made a complaint to Ofsted, but you are unhappy with how your complaint was handled, you can ask the Independent Complaints Adjudication Service for Ofsted (ICASO) to conduct a review.
The adjudicator is independent from Ofsted.
Independent Complaint Adjudicators
Graham Massie, Senior Adjudicator
Graham is CEDR's Director of Consultancy and an experienced mediator. He has been working with CEDR since 1996 and is currently Director of Consultancy responsible for our international development and conflict management consultancy initiatives. A Chartered Accountant by background, his early career included undertaking extensive corporate investigations. Later he worked for the Accountants’ Joint Disciplinary Scheme as an investigator into collapses of major public companies (including Barings Bank and Polly Peck). In 2008, he advised the Indian Government on the future business strategy of its International Centre for Alternative Dispute Resolution. In 2009, he advised the International Finance Corporation, the private sector arm of The World Bank, on the establishment of an international ADR centre in Bangladesh. He is currently working with the new Civil and Commercial Court of the Qatar Financial Centre on the development of its ADR offer. Graham is a Board member of the International Dispute Resolution Centre and The Negotiation Competition. He also currently serves as an Adjudicator for our Ofsted complaints scheme and an Independent Complaints Reviewer under the Independent Complaints Reviewing Service for the Charity Commission of England and Wales.
Tom graduated in Law from the University of Durham in 2007, and trained as a barrister at the College of Law in London. Tom was called to the Bar of England and Wales by the Honourable Society of the Middle Temple in 2009. He entered the world of alternative dispute resolution in 2010 as a consumer redress adjudicator, responsible for deciding the outcomes to a range of diverse consumer-company disputes. In 2011, Tom was appointed Lead Adjudicator, giving him responsibility for managing a team of adjudicators. Tom’s adjudication experience is wide-ranging, covering the Communications and Internet Services Adjudication Scheme (CISAS), the Postal Redress Service (POSTRS), the Consumer Code for Home Builders Adjudication Scheme and tenancy deposit disputes. In addition, Tom acts as External Complaints Reviewer for the Homes and Communities Agency, and he is a Member of the Chartered Institute of Arbitrators. Tom also has responsibility for handling complaints regarding the level of service provided by IDRS Ltd in relation to its dispute resolution schemes.
Eisei read Law at the City Law School and graduated with a 2:1 LLB (Hons) Degree, he went on to complete the Legal Practice Course at the College of Law and specialised in corporate and Commercial Law. Eisei worked at a number of city firms and gained experience across a multitude of sectors before becoming an Adjudicator in 2009; he has since adjudicated on over a thousand disputes across a number of schemes such as the Tenancy Deposit Scheme (TDS), the Communications and Internet Services Adjudication Scheme (CISAS), the Postal Redress Service (POSTRS), the Independent Complaints Adjudication Service for Ofsted (ICASO) and the Consumer Code for Home Builders Adjudication Scheme (CCHBAS). Eisei was the chief designer of the CISAS Adjudicator training course and is a Member of the Chartered Institute of Arbitrators.
Abigail has worked in alternative dispute resolution for more than ten years, becoming an adjudicator for consumer redress disputes in 2007 and more recently, a complaints reviewer and arbitrator. She has determined thousands of complaints from consumers including against communications and internet service providers under CISAS (Communication and Internet Service Adjudication Scheme); postal operators (POSTRS); builders under CCHBAS (the Consumer Code for Builders Adjudication Scheme) and deposits paid to landlords under the government sanctioned deposit protection schemes (My Deposits). She has also reviewed complaints made by service providers who are subject to OFSTED inspection and regulation (ICASO). Abigail gained a 2:1 BA (Hons) Politics degree at Middlesex University and subsequently obtained a graduate diploma in Law and a post-graduate diploma in Legal Practice at the University of Law (formerly College of Law). Abigail is a Member of the Chartered Institute of Arbitrators through both the adjudication and arbitration routes.
Uju joined CEDR in 2005 and was previously the Senior Client Adviser of the CEDR Solve team. As a Senior Client Advisor, she advised senior Legal and Corporate clients on dispute resolution procedures, as an alternative to litigation in the courts, with a primary focus on mediation; adjudication; expert determination; and early neutral evaluation. Disputes ranged from complex multi-million pound, multi-party disputes to court-annexed schemes such as the Court of Appeal Mediation Scheme. Uju is a Member of the Chartered Institute of Arbitrators and holds a Professional Award in Ombudsman and Complaint Handling Practice from the Queen Margaret University, Edinburgh in conjunction with the Ombudsman Association. Uju graduated with 2.1 LLB (Hons) Law and European Legal Systems degree from the University of East Anglia, Norwich and University of Uppsala, Sweden. Uju was a member of the Board of Trustees of Confidential and Local Mediation (CALM) from 2009 to 2013. CALM is a small charitable organisation in London which provides community mediation, mediation training and restorative justice services.
Robert previously worked in criminal justice and professional regulation, notably in roles with the Home Office, Judicial Appointments Commission, Her Majesty’s Court and Tribunals Service and the Bar Standards Board. Called to the Bar of England and Wales by the Honourable Society of the Middle Temple in 2007 and, following a period working as an in-house lawyer, Robert transferred to the solicitor profession and was added to the roll of solicitors in 2013. Robert joined CEDR as Lead Adjudicator in 2017 and is responsible for deciding the outcomes to a range of diverse consumer/company disputes and managing the internal team of adjudicators. Robert’s adjudication experience is wide-ranging, covering the Aviation Scheme, Communications and Internet Services Adjudication Scheme (CISAS), The Water Redress Scheme (WATRS), and the Consumer Code for Home Builders Adjudication Scheme. Robert oversees the work of the external panel of CEDR adjudicators and works with subscribing companies and linked regulatory bodies to set and maintain standards in adjudication. In addition, Robert also handles complaints regarding the level of service provided by CEDR in relation to its dispute resolution schemes.
Nina joined CEDR in September 2016 as part of the Consumer team, working on the Aviation Scheme, and has since gone on to become a Client Advisor on the Commercial team in January 2017. She now works as an In-House Adjudicator at CEDR, working on a number of schemes. Prior to joining CEDR, Nina obtained a First Class Bachelor's Degree in History and a Commendation in the Graduate Diploma in Law from the University of East Anglia. She has subsequently been called to the Bar in November 2016 following the completion of the Bar Professional Training Course at the University of Law, achieving a 'Very Competent'. Nina is also a CEDR Accredited Mediator since October 2016 and was the winner of the CEDR National Negotiation Competition, after which she represented England and Wales in the international competition held in Lucerne, Switzerland. She continues to support the competition as a judge and is an advocate for the use of ADR in resolving disputes.
Tony Cole is an internationally-recognised expert in international and domestic arbitration, cross-border commerce and international investment law. He has been involved in international dispute resolution for over 10 years, and has served as solo adjudicator in over 200 cases. In addition to serving as arbitrator and as Of Counsel at Gentium, he currently holds the position of Reader in Arbitration and Investment Law at the University of Leicester (U.K.). He is a Fellow of the Chartered Institute of Arbitrators, a Member of the New York Bar, and previously worked at a leading international law firm in New York City, practising both arbitration and litigation (cross-border disputes, banking disputes, U.S. securities law disputes). He accepts appointments to sit as an arbitrator internationally. Tony has broad knowledge of arbitration law and practice in jurisdictions throughout Europe and the Americas, and in 2015 delivered a report to the European Parliament’s Legal Affairs Committee on arbitration across the European Union and Switzerland, which discussed arbitration law and practice in each Member State of the European Union and Switzerland, including information on over 30 European arbitral institutions. He is currently undertaking similar work across theAmericas. Tony has authored publications that have appeared in leading international journals on a range of topics, including arbitration, international investment law, comparative contract law, WTO law, the European Union and U.S. Constitutional law. He also regularly teaches both arbitration and investment law, as well as English contract law, international sales transactions, WTO law, and public international law. He has been invited to speak on arbitration around the world, including Australia, the United States, Hong Kong, Sweden, Ireland, Poland, Portugal, the United Kingdom and Switzerland.
Centre for Effective Dispute Resolution (CEDR),
International Dispute Resolution Centre,
70 Fleet Street,
Telephone: 020 7520 3800
Fax: 0845 1308 117
Textphone: 020 7520 3767