ADR or ‘Alternative Dispute Resolution’ is a collection of processes used to resolve conflict or disputes informally and confidentially.
ADR provides alternative processes, such as mediation or arbitration, to resolve a dispute without restoring to legal action, to a Tribunal, or to more adversarial HR process such as Grievance procedures.
ADR provides practical solutions and can be faster, cheaper, less formal and less confrontational than traditional processes. The ADR process can improve communication, provide long-lasting solutions, help avoid conflict and give parties control of the outcome.
We are committed to raising awareness of Alternative Dispute Resolution (ADR) in managing disputes; as a social enterprise we pay salaries but don’t take dividend and we re-invest profits back into our mission and social need.
Yes, all our team are fully trained by accredited providers, in addition our mediators have many years’ experience in their field of expertise. Each Mediator has a variety of specialist areas of training and experience, though all can mediate across most areas.
Our trainers for accredited courses are professional trainers, usually from Queen Margaret University Edinburgh. Trainers for short courses without formal accreditation have undergone training and assessment to deliver their courses.
Yes. Confidentiality underpins all of our service. From the time you contact a mediator to ask about mediation until the mediation is over, everything said is confidential, and early in our process we will formally contract confidentially with our clients.
We also operate with a clear ethical wall between our partners, especially where clients are personally known to member/s of our team.
Research undertaken by National Family Mediation mediation five times cheaper and four times quicker than the traditional legal route. That benchmark is similar across all sectors, though in our experience, savings are higher.
We operate on an hourly rate, or we can agree daily rates. Our standard hourly rate is the equivalent of that set by local Government for Mediation in the Third Sector.
As a social enterprise, we can also provide pro-bono and low-bono services, generally on a sliding scale equivalent to the legal aid system.
Yes – if the client wants their lawyer present we are happy to work with them in a structured way. We have many partnerships with lawyers to do just this.
Lawyer assisted mediation can be useful if you feel nervous about negotiating or discussing issues. It is also useful if there are difficult legal issues to be resolved.
A mediator is a neutral party who can provide legal information but does not give legal advice and does not “represent” any party. A mediator is truly impartial to all parties, seeking a ‘win-win’ outcome where all parties achieve success beyond compromise.
A mediator will not go to court and argue for or against any party. A lawyer is duty bound to represent only one party, and cannot represent two parties, seeking to protect the position of their client with a ‘win-lose’ objective.
Mediation is a ‘kinder option’ and keeps the control with the clients. It is much quicker, costs are controlled and can be reasonably accurately estimated, costs are lower per hour, and the objective of mediation is to meet your needs.
A mediator is impartial whereas a lawyer is partial, because of this we help all parties reach agreement that works for them. We aim for a win-win outcome, not win-lose.
Your right to complain
Every year The Resolution Centre helps hundreds of people.
However, every so often someone comes away feeling unhappy. Perhaps you had to wait for ages, only to find out that there is very little we can do for you. Perhaps you felt that you were not treated with respect or courtesy. Perhaps our service didn’t help or was wrong.
Unfortunately, these things happen. We know we are not perfect. But we aim to be. That is why we have a complaints procedure. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes. What you tell us helps to improve our service to you.
We will treat your complaint confidentially, seriously and quickly.
What can I do?
It is important to let us know that you are unhappy. Don’t be afraid to speak to one of our team; they might be able to sort out the problem straight away.
Otherwise, move to the more formal process.
Making a formal complaint
There are several ways to make a complaint.
You can put the information in a letter and drop it into the office. Complaints can be addressed to one of our team or CEO.
You can tell us on the phone or face-to-face that you want them to investigate your complaint.
Your complaint will be investigated independently by one of our team under the direction of the CEO, or by the CEO if you are complaining about one of our team. If it is upheld, you will get a full apology and, where appropriate, be given details of any action that the office is taking to put things right. If you are not satisfied with the outcome, you can ask for a further review.
We will aim to respond in full to your complaint in eight weeks. However, if the issue is complicated, any delay will be explained and you will be kept informed of progress.
Review of your complaint
If you are still not happy after the response, you can request a further review.
If you are still not happy, you can ask for your complaint to be looked at by an Independent Adjudicator.
Review by an Adjudicator
Finally, your complaint may go to a person who is entirely separate from The Resolution Centre. This person is called the Independent Adjudicator. If you want to progress to this stage, you must do so within four weeks of receiving The Resolution Centre review.
Send your complaint to
The Administrator (or the CEO) of The Resolution Centre
By post: Resolution Centre, New North Quay, St Helier
By phone: 01534 730234
By email: email@example.com
When we handle and store your personal information we follow the law, including the Data Protection (Jersey) Law 2005,
When we ask you for personal information we promise to;
• explain why we need it
• only ask for what we need
• treat it as confidential
When we record and use your personal information we promise to;
• only access it according to the reason we collected it
• protect it and make sure nobody has access to it who shouldn’t
• not sell it to commercial organisations
We respect the privacy and confidentiality of your information and will not disclose it to third parties without your consent unless required to by law.
All staff who handle personal information are given training and we take it very seriously if someone fails to use or protect it properly.
If you’re unhappy with how we record and use your information you should follow our complaints procedure.
Please let us know as soon as possible if anything relating to your contact details or issue changes, which may affect the information we hold.
Giving your consent
We must ask for your consent to record, use, or share personal information.
What you’re agreeing to
If you give us your consent you are saying that we can;
• Record and use your personal information to help with your enquiry.
• Refer you to other advice providers and share your personal information with those advice providers so that they have initial information to help you further with your issue. Everything you told us will be treated confidentially by them.
How you give your consent
How you’re asked for and give your consent depends on how you contact us;
• The Resolution staff will ask you to give your consent to The Resolution Centre recording personal information about you in writing when you visit us.
• The Resolution staff during a telephone conversation will give you the opportunity to give your consent to The Resolution Centre recording personal information about you.
• Our email system clearly states: Under the Data Protection (Jersey) Law 2005, we need your consent to store your personal details. By using our email service, you agree to the following statement: “I give my consent for The Resolution Centre service to process and use my personal information. I understand that this information will be kept confidential to The Resolution Centre “.
How to withdraw your consent
If you’ve changed your mind about consent you’ve already given, contact The Resolution Centre or use our complaints procedure.
How we’ll use your information
First and foremost, your information will be used to help with your enquiry and with your consent we will also keep you up to date with consumer news and information.
We also use unnamed information (with no personal details) to help us understand how different problems are affecting society and to act to tackle these problems.
Where you’ve given us permission and your contact details, we might get in touch to ask for feedback on the service you received and your overall experience of The Resolution Centre.
The kind of information we record and use
It is up to you to decide what you share with us. Some information is personal and it could be used to identify you. This includes your name, address or phone number.
How we’ll store your information
We’ll store the record of your case in a secure database management system, which is only accessed by us. Paper copies of your information are shredded immediately after the case is closed.
At The Resolution Centre, we do everything we can to protect your personal information when we have it.
The role of a data controller
A data controller is responsible for your data and must make sure that your data is processed in accordance with the law. For example, they are responsible for making sure that the information held about you is accurate and is stored securely.
For the purposes of the Data Protection (Jersey) Law 2005 The Resolution Centre is a data controller for the data held in our electronic case systems.
• provide the public with up to date, relevant information on The Resolution Centre website to help solve their problems
• write research and publish evidence reports based on our work to raise awareness of dispute resolution and in line with being a social enterprise.
• provide summaries of our completed work on our website and additional performance data in our annual reports
If you have any questions or concerns about how we use your information, contact us at firstname.lastname@example.org