Complaints mediation

Keeping people talking, resolving matters informally

It is fair to say that we all know what standard of service or quality of goods we would find satisfactory or acceptable. And if we do feel dissatisfied with a service or with a product that we have bought, most of us might well complain.

Most complaints can be resolved at an early stage, with both sides simply talking things through. A refund or replacement could be given, maybe accompanied by an apology and an explanation.

But when this isn’t enough and communication starts to break down, things can soon spiral downwards, and a dispute begins. This is when it can really help to call in an impartial third person, like one of our expert complaints mediators.

We can provide a mediator at short notice, wherever you are, to get a better conversation going between the complainant and the person (or organisation) complained against. Formal action can be headed off, things can be kept private, and neither side is left feeling that they have ‘lost’. And if you or your organisation would benefit from having your own mediators to call upon, we can also train you to mediate complaints yourself.

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“Extremely relevant to my work practice as a senior leader in the organisation.”David Patton, Senior Lecturer
University of Derby
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