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: firstname.lastname@example.org
The Resolution Centre is a company that offers organisations assistance through mediation and strategic workshops using mediation principles, training courses for mediators, and coaching services.
The Resolution Centre is committed to protecting the privacy and security of your personal information. The Resolution Centre is a training (registered business name) for Alternative Dispute Resolutions Ltd., a Jersey registered limited company.
We will collect confidential data through individual interviews or sessions under the terms of the Mediation Procedure and Agreement (MPA), workshop or coaching agreement once explained, understood and agreed through the signature of each participant. This gives your consent to our recording and using your confidential data for the purposes of the process defined and relating to the matter relating to the particular client MPA only, and under the ‘Private and Confidentiality’ terms within this form of agreement.
We will only use your personal information to administer your business with us, and to provide the services you have requested from us.
We have developed this benchmark policy in collaboration with other professional mediation providers that provide similar professional services in Europe and Internationally.
We will not pass on your details to any other individual, company or entity without your express permission.
This privacy notice describes how we collect and use personal information about you during and after our working together, in accordance with the General Data Protection Regulation (GDPR)
The Resolution Centre is a “data controller”. This means that we are responsible for deciding how we hold and use personal information about you. We are required under the data protection legislations to notify you of the information contained in this privacy notice.
This notice applies to those contracting our services and those taking part in our mediations and workshops as mediators, facilitators and coaches (herewith termed generally as “mediators”). This notice does not form any part of a contract to provide services. We may update this notice from time to time.
It is important that you read this notice, together with any other privacy notice we may provide on specific occasions when we are collecting or processing personal information about you, so that you are aware of how and why we are using such information.