Guidance for users who have concerns

This guidance is to assist anyone who is unhappy with the service they have received from Resolve Mediation Service and the steps that can be taken to address concerns. 

We would always offer to attempt to resolve any matters directly and respectfully so if you have a concern about any aspect of the service you have received from us then we would like to know so we can try to put matters right for you. 

We would  encourage you to raise the matter with the Resolve team in the first instance. If you are not satisfied at this stage, you may wish to move on to the Formal Complaint Stage.  

If you do wish to raise any concerns about any aspect of Resolve Mediation Service then please contact us by telephone or email  

By telephone, please call the Service on 07955 788967 and you can speak to a member of our team to share your concerns 

By email, please provide as much information as you can about your concern. It would be particularly helpful to know: 

  • Your full name 
  • What the nature of your concerns are  
  • A telephone number and email address in case we need to contact you for more information 
  • How you would like to be responded to- e.g telephone or email 

Any contact received regarding concerns will be acknowledged by email or telephone within five working days. 

We respect and value any feedback and concerns from our service users and will treat you with respect and understanding whatever your concerns may be. 

If you are not satisfied with our response you can move to the more formal  Children in Scotland Complaints Procedures. Children in Scotland is the organisation that manages Resolve. We will give you all the details and explain how to do this should you wish to use this process. 

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