1) What was the outcome of the mediation? Did mediation resolve the complaint to your satisfaction or did you proceed to investigation and adjudication?
Yes complaint was resolved and I got the full compensation I requested.
2) In your opinion, was the mediator neutral to both sides or did he prejudge it? If so, on which side?
In our conversations, I felt mediator was in agreement with the arguments I made; though in truth the bank didn't have a leg to stand on & had already offered compensation, which I rejected as less than I asked for.
3) Did you come under pressure to withdraw your complaint or accept an offer which you considered unsatisfactory?
neither
4) How long did it take? Was it a fairly efficient process or did it drag on and sap your energy?
Fairly prompt; bit of to-ing and fro-ing at the start. I made my complaint online in June and I had settlement by August. The online complaint auto response says it could take up to six weeks.
5) Even if you did not reach a successful outcome, was the process useful e.g. in clarifying the arguments of the other side.
NA
6) Have you any suggestions for the Ombudsman to improve the process?
NA
7) If you were making a new complaint to the Ombudsman, would you engage in the mediation process again or would you insist on skipping it and going directly to investigation and adjudication?
It wasn't a complicated issue, nor for a huge sum of money (hundreds rather than thousands), so the process worked for me.