There is no charge for the mediation service.
Mediation is often a much faster way of resolving complaints. The formal investigation process can take months whereas mediation can take place in a matter of weeks, meaning both parties can move on with their lives.
The mediation will take place in a venue which is convenient for both parties. We can also organise mediation via web (e.g. Zoom) or telephone conference.
You're in control
With the help of the independent mediator we appoint, you are given the opportunity to explain your position and to negotiate a settlement that is acceptable to you. You are the decision-maker and have control over the outcome - the settlement is not imposed on you.
The majority of mediations at the SLCC result in an agreement. People who negotiate their own settlements often feel more empowered and pleased with the outcome than those who use a third-party decision-maker.
The process is flexible and depends on the format you are using.
In person mediation
Sometimes the meeting starts with everyone together in one room. The mediator invites one person to tell the others the circumstances around the complaint from his or her point of view. The other side is asked not to interrupt but to listen carefully to what’s being said. Then it’s the other person’s turn to speak without interruption.
After that, the discussion may continue in the one room, or the parties may decide they want to have separate meetings with the mediator. In these circumstances, the mediator goes between rooms having confidential discussions with each party about possible ways to resolve the complaint.
Another alternative is that the mediator meets with each person separately first and then invites everyone for a joint meeting to move the discussion along to see if there’s scope for an agreement.
Web conference (eg. Zoom) mediation
We send you an invitation to an online meeting before the mediation. When you join, the mediation might start with both parties and the mediator in a joint meeting. Alternatively, the mediator may spilt the parties into individual meetings at first - using virtual breakout rooms - then have a joint meeting.
After the joint meeting, private discussions will take place between the mediator and each party in their own virtual breakout room. The mediator will be the only person going between the joint meeting and virtual breakout rooms.
We will give you more information on how to use the web conference before mediation takes place.
Telephone conference mediation
The mediator will often start by having private discussions with both parties separately over the phone. They might bring parties together for a joint conference call or continue with separate calls with the mediator acting as a liaison.
We will give you more information about telephone mediation before it takes place.
We provide independent, experienced mediators from a variety of backgrounds. Their role is to listen carefully and to assist the discussions.
The mediator is neutral and is not an SLCC member of staff.
The mediators we provide are all members of Scottish Mediation.
For more information visit the Scottish Mediation website.
Mediation is a private process which gives you and the other party the opportunity to meet together with an independent third party so you can decide how to sort out the complaint.
Find out more about mediation in our short video, below.