About Us

Heather Bryan – Mediator

An accredited Mediator with over 27 years working within the public sector as a senior manager.  Having qualified in 2009 with UK Mediation, Heather is an experienced communicator, who can easily build rapport with her clients whilst guiding them through the process of mediation.  Her style is one of facilitation and encouragement with the skills to reality test, leading clients to a workable agreement.

Heather has significant experience of managing and leading large teams.  She is a qualified practitioner in areas of workforce development, performance management and dispute resolution within the workplace.   Using her practice based knowledge of procedures, legislation and policy, Heather has a real understanding of the pressures and issues facing todays workforce.

In 2016, Heather gained accreditation as a Civil and Commercial Mediator and is working with several Legal Practices to further her experience in the areas such as wills and inheritance disputes, housing and boundary issues, contracts and agreements and shareholder disputes.  Heather’s experience and background offers a fresh approach and insight into how people can move from deadlock to agreement.

Heather is a registered volunteer Community Mediator with Smile Mediation based in Lancashire www.smilemediation.co.uk and a panel member for Kids delivering SEND Mediation.

She is passionate about working with people, her calm and supportive style offers individuals and businesses alike, a positive approach to dispute resolution.

What others have to say…

‘Heather is analytical and objective in her thinking and remains calm and level headed even in pressured situations. Her manner and approach is always professional.’

‘Heather’s excellent interpersonal skills proved invaluable, especially when undertaking difficult conversations’

‘Excellent communicator, down to earth, logical, approachable, tactful, perceptive’

Our Values

We believe that our values and experience set 20:20 Mediation apart from other services.  Our values are the foundation of our business and service delivery.

Excellence:
We will work to the best of our abilities, always going the extra mile and striving to improve as we go forward

Service:
We will deliver high quality services that meet your expectation and demonstrate continued development

Passion:
Our passion is to work with people in challenging times, enabling others to reach a positive outcome and re-build relationships

Integrity:
20:20 Mediation is a company that you can trust.  We value transparency and are committed to having an honest relationship with our customers

Personal:
Our customers are the focal point of our service.  You are our priority.

Our Fees

Initial contact with 20:20 Mediation is free of charge

Our fees only become payable once costs have been agreed and the parties involved have consented to the mediation process in writing.

Fees for mediation shall be invoiced in advance and payable 3 working days prior to the mediation.

Mediation – Workplace:

4 hr Mediation – £400 (additional time charged at £120 per hour):

  • 2 party dispute
  • Initial contact and Agreement to Mediate
  • Reading and Preparation
  • 4 Hour Mediation
  • Follow up contact call

8 hr Mediation – £650 (additional time charged at £120 per hour)

  • 2–4 party dispute
  • Initial contact and Agreement to Mediate
  • Reading and Preparation
  • 8 Hour Mediation
  • Follow up contact call

Mediation – Civil and Commercial: 

Value of dispute Total fees – shared equally between the parties
Up to £10,000 £650 for up to 4 hours
£10,001 to £50,000 £1200 for up to 8 hours
£50,001 to £100,000 £1900 for up to 8 hours
£100,000 to £250,000 £2800 for up to 8 hours
  • Initial contact and Agreement to Mediate
  • Reading and Preparation
  • 4 – 8 Hour Mediation
  • Additional time charged at £120 per hour (Invoiced separately)
  • Follow up contact call

Mediation – Complaints:

Every mediation case is different and the costs will reflect the nature of the case and the time involved.

Supplementary fees:

  • Any additional fees will be payable within 14 days after the date invoiced
  • If it is necessary for 20:20 Mediation to book rooms, all costs will be covered by the parties involved.
  • Travel Time and Mileage to venues outside of the North West of England will be negotiated

Complaints Management and Independent Investigation Services:

Costs are based on an hourly rate.  Travel time and mileage will be additional.  All other expenditure will be agreed in advance e.g. room hire.  Payment arrangements will also be agreed in advance.

Training:

We can offer workshop and training packages for up to 15 people at a competitive price.  If you want further details on our costs or to discuss a bespoke package of training relevant to your business needs, then please contact us direct.

Cancellation Policy

Mediation:
50% of the agreed fee (not exceeding £500) shall be chargeable if the mediation is cancelled.  Should the agreement be cancelled more than 7 days prior to the mediation, no fee will be payable.

Independent Investigation Services and Training:
20:20 Mediation reserves the right to make a reasonable charge for any work completed and/or costs incurred as part of the investigation process up to the point of cancellation.

Complaints Procedure

20:20 Mediation strive to deliver services that consistently meet the expectation of its customers.  In order that we are able to continue to improve the services we offer, your feedback is important to us.  Should you be dissatisfied with the service we have provided then we would encourage you to share that with us.

What you can expect from us:

  • We will treat all complaints seriously
  • We will respond to your complaint promptly
  • We will learn from your complaint and act to improve our services

How to make a complaint?
We would encourage you to speak to the person leading your case as soon as the issue arises or as soon as possible afterwards.

Should you feel uncomfortable speaking directly with the person involved then you can complain through letter, over the telephone or via email at a time of your choosing.

On receipt of your complaint, we will:

  • Acknowledge the receipt of your complaint within five working days. We will also offer an indication of how we will proceed with your complaint and when you would expect to receive an outcome.
  • If you do not receive an acknowledgement within this timeframe, please contact us to ensure that we have received your correspondence.
  • Investigate your complaint carefully and with diligence
  • Write back to you with a full reply within 14 working days, if the matter needs more time this will be discussed and agreed with you. If you prefer us to correspond with you in a way other than in writing, we will be happy to use the format of your choice.
  • If you disagree with our responses, then we would be happy to meet in person to discuss how the matter can be resolved to your satisfaction which could include the option of independent mediation or a review by someone independent of the organisation.

You will not be treated any less favourably as a result of complaining about our services.

Compliments:
We would also welcome any compliments if you have been satisfied with our service or we have exceeded your expectations.     If you are happy with our service and wish to provide a testimony this would always be appreciated.  Your consent will be obtained prior to publication and where required, all steps will be taken to maintain confidentiality.