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
Dr Karl Mackie CBE, Chief Adjudicator
Karl has been CEDR's Chief Executive since the organisation was founded in 1990. A barrister and psychologist by training, and qualified arbitrator and mediator, he has been a leading academic and a partner in a business strategy consultancy before helping found CEDR. Karl is one of the best-known names in commercial disputes practice, having worked on some of the most complex civil and commercial cases to go through the English legal system, including the first substantial Court of Appeal mediation (NRG), Maxwell Pension Trusts, BCCI, Atlantic Computers, Alder Hey retained organs litigation. Karl studied arbitration and mediation in Australia, Europe, Hong Kong and North America, has acted as an advocate before industrial tribunals and as an arbitrator and mediator for ACAS in employment and disciplinary disputes across many industry and professional sectors, as well as a private arbiter and neutral for public sector and commercial disputes. He is a Fellow of the Chartered Institute of Arbitrators, and has been on the panel of independent mediators / arbitrators of the UK's statutory industrial relations services ACAS for over twenty years. Karl is currently the Senior Adjudicator of the Independent Complaints Service for complaints involving Ofsted, and an Independent Complaints Reviewer under the Independent Complaints Reviewing Service for the Charity Commission of England and Wales. He has also been appointed an Ombudsman for Euronext NYSE Liffe financial services complaints. In 2010 he was awarded the CBE (Commander of the Order of the British Empire) for his work.
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.
Joanna has an impressive background in consultancy, both in the financial sector and in the last two decades, through her work with CEDR, in the field of Alternative Dispute Resolution. She is one of CEDR's main points of contact with CEDR's Members and with the Law Firms which use CEDR's services for training and dispute resolution. In the early 80's Joanna worked in the Paris office of an international re-insurance company. Working closely with the UK Head Office, she was involved in consolidating the organisation's various newly acquired European offices, gaining an invaluable insight to the inner workings of an international Plc. On moving back to London, Joanna joined a City PR firm, gained the Stock Exchange Registered Representative status and advised PLCs on their investor relations strategy. She also advised professional services organisations in the planning and implementation of their annual communications programmes. Joanna has been a consultant with CEDR since its launch in 1990 and became an Accredited Mediator in 2005. Since then, she has mediated Landlord & Tenant, Housing, Supply and General Contract disputes. She is also an Adjudicator specialising in Educational Disputes and has been involved in Ofsted cases for many years.
Justine graduated with a 2:1 Honours Degree in Law at the University of Reading and then went on to undertake the Bar Vocational Course at BPP Law School. Justine was subsequently called to the Bar of England and Wales by the Honourable Society of Lincoln’s Inn in 2008.
Justine is a Member of the Chartered Institute of Arbitrators under both the adjudication and the arbitration pathway. She has extensive experience in the field of adjudication, having issued well over 1000 decisions on consumer law disputes to date. As an Adjudicator or Arbitrator, Justine analyses claims and assesses whether the relevant organisation has breached any applicable consumer or regulatory law. She then drafts a legally binding Decision or Award which seeks to achieve a fair and reasonable outcome in line with the relevant law.
Justine is an Adjudicator on the following schemes:
The Postal Redress Service (POSTRS) - POSTRS role is to resolve disputes between regulated postal operators and their customers. The scheme is designed to help settle disputes involving the receipt of mail from a regulated postal operator, or the purchase or use of licensed products or services.
Communications and Internet Services Adjudication Scheme (CISAS) - CISAS provides customers of communications companies, such as phone and broadband companies, with free, independent dispute resolution.
Consumer Code for Homebuilders Adjudication Scheme (CCHBAS) - The Consumer Code for Homebuilders is an industry-led code of conduct for builders, which was developed to make the home buying process fairer and more transparent for purchasers. If a home builder fails to meet the requirements of the Code, the home buyer can make a complaint to CCHBAS.
Justine is an Arbitrator on the following schemes:
The ABTA Arbitration Scheme (Association of British Travel Agents)- This can be used to settle alleged breaches of contract and/or negligence between consumers and ABTA Members.
The Funeral Arbitration Scheme (FAS) - The is a scheme to settle disputes between the Funeral Director and their customer.
Justine also acts an Independent Complaints Reviewer for:
The Office for Standards in Education (Ofsted) and The Money Advice Service.
As an Independent Complaints Reviewer Justine investigates the manner in which the organisation has responded to complaints made by a member of the public. She then provides advice and recommendations, if appropriate, to improve the organisations processes and practices for dealing with complaints.
Uju is an Arbitrator, Adjudicator and Mediator. With wide ranging expertise across the ADR spectrum, Uju has been involved in over 1,000 disputes to date. Uju sits on the following panels:
- Association of British Travel Agents Arbitration Scheme (ABTA)
- The Communications & Internet Services Adjudication Scheme (CISAS)
- The Postal Redress Service (POSTRS)
- The Consumer Code for Home Builders Adjudication Scheme (CCHBAS)
- The Water Redress Scheme (WATRS)
Independent Complaints Review
- The Office for Standards in Education (Ofsted)
Mediation and Conciliation
Accredited as a Mediator in 2007, Uju acts as a mediator in ad-hoc mediations across a wide range of sectors including employment / workplace, neighbourhood / tenant and general commercial disputes.
Uju also acts a Conciliator on the following panels:
- The Funeral Arbitration Scheme (FAS) Conciliation Service
- The British Association of Removers Conciliation Service
- The Independent Consumer Conciliation Service
- The Renewable Energy Assurance Ltd (REAL) Conciliation Service
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 West London which provides community mediation, mediation training and restorative justice services.
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.
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.
Centre for Effective Dispute Resolution (CEDR),
International Dispute Resolution Centre,
70 Fleet Street,
Telephone: 020 7536 6000
Fax: 0845 1308 117
Textphone: 020 7520 3767