1. Always remain impartial – at the outset try not to appear as if you are coming down on the side of either the customer or the supplier.

2. Try to keep all the parties in the dispute “on side” which is likely to lead to an earlier settlement.

3. Get an independent report on the goods in question early on, to establish an evidence based solution to the problem.

4. Establish and communicate a clear timeframe for dealing with the dispute at the outset. Make it clear that if it is not resolved at the end of the timeframe, proceedings may be likely.

5. Be aware of “can’t pay” dressed up as a dispute.

6. Be aware of the costs of dealing with repairs versus the cost of potential litigation in resolving the matter in court. Is it worth spending £500 on a repair to keep the customer paying and avoid proceedings?