Mediation

The SLCC may offer the parties the opportunity to resolve service complaints through mediation.

What is mediation?

Mediation is a confidential process which gives the complainer and the practitioner the opportunity to meet together with an independent third-party so you can both decide how to sort out the complaint. The neutral person ("the mediator") helps you talk through the problem to see if you can agree a fair and reasonable solution.

Why use mediation?

One of the main frustrations for those making or receiving complaints is that they feel the other person is not listening to them. If this rings true for you too, mediation is the perfect opportunity for the parties to have each other's undivided attention as they try to resolve the complaint together.

The majority of agreements are reached during the mediation, so you leave with peace of mind that the complaint has been sorted out and that you do not have to wait for a formal investigation. Most importantly, you have control over the words and terms - no one will force any agreement on to you.

Who are the mediators?

We provide independent, experienced mediators from a variety of backgrounds. They must meet the standards required by the Scottish Mediation Register. Their role is to listen carefully and to assist the discussions. They are not there to take sides or to give advice. They won't make any judgements or decisions.

Link: www.scottishmediationregister.org.uk