Child & Adult Social Care Complaints Mediation Training

Eighteen years experience in resolving disputes, complaints and conflicts with vulnerable stakeholders and service users with complex needs. We can share our in-depth experience and expertise. We provide little information here as many new mediation providers or mediators from other sectors are keen to move into all mediation sectors, often brining models of mediation that lack relevance and increase risk. 

National Certificate in Mediation Skills (6 day)

In-house and open courses available. This course gives the positive behaviours, skills and confidence to prevent, resolve and transform disputes, complaints and conflicts. The course is for internal mediation teams or individuals wanting to work as a professional mediator. We provide a unique relational model and a values based approach to relationships in conflict, giving powerful strategies and the psychological keys to unlock conflict. The course is an insightful and challenging journey transforming experienced problem solvers into confident, competent mediators, giving a leading edge in successful dispute resolution. The course includes 12 months case support and service development advice. 

Available as a 5 day intensive course. For in-house options and other dates call 0800 028 3866 or email.

This accreditation is one of the few mediation courses listed on OfQual's Official Register of Qualifications and recognised by the QCF (Qualifications & Curriculum Framework). OfQual is the independent qualifications regulator for England and Wales.



For feedback from local authority complaints officers and to see the breadth and depth of our complaints mediation experience and community engagement experience, see here - 

Social Care Complaints Mediation Training

Complaints Mediation Training.

We are happy to share our expertise and experience in mediating and setting up complaints mediation and complaints resolution services for a wide range of public sector bodies, including Adult Social Care, Children's Services, CAMHS, University complaints, NHS complaints, complaints commissions, Ombuds and regulatory bodies for the professions - call 0800 028 3866.




Local authority complaints officers and local authority mediators who want accredited and tailored training specifically relevant to the complaints context and the needs of both staff and service users. 

Here we list the overall framework and can talk with you about how we tailor the training to your local issues, the specific needs of a range of client groups, the learning needs of new or experienced complaints officers. 

The course is highly experiential and interactive with high levels of trainer demonstration, coaching and skills practice. The course offers insightful theory which will help you understand the psychology of conflict and help you to respond positively in complex and challenging conflicts. The course offers practical skills and techniques to help people reach resolution.

Course objectives:

  1. Understand the principles and theory of mediation
  2. Understand the psychology of conflict escalation and conflict resolution
  3. Create a safe environment within the mediation process
  4. Build rapport and trust with people in conflict
  5. Engage resistant people in a constructive process
  6. Maintain an impartial role
  7. Manage and structure the mediation process
  8. Facilitate co-operation and joint problem-solving
  9. Demonstrate anti-discriminatory practice
  10. Constructively manage difficult, conflict behaviours and strong emotions with appropriate control
  11. Strengthen sustainable resolution by addressing underlying psychological factors
  12. Assist people in conflict to achieve win-win outcomes
  13. Know when to mediate and when not to
  14. Understand your own development and support needs as a mediator.

Comprehensive course materials include

  • Scripts for key mediator inputs
  • Question lists
  • Mediation process maps and checklists
  • Typical conflict challenges and model responses
  • Ethical framework
  • Post course study pack
  • Full course assessment criteria.

The course is delivered over two runs of three days (Tue-Thu) with a week in between for reflection, consolidation and practice.



Must be made in full no later than 14 working days prior to the course start date. Grant or funded delegates may pay retrospectively.


The following charges will apply if you wish to transfer your booking to a later course date:
21+ working days before a course = 0% of the course fee
6-20 working days before a course =15% of the course fee
1-5 working days before a course = 30% of the course fee
To transfer a delegate please call us on 0800 028 3866.

Substitute delegates:

You can transfer a place on a course to a substitute delegate free of charge.


The following charges will apply if you wish to cancel a course:
6-20 working days before a course = 33%
1-5 working days before a course = 50%

Cancellations must be received in writing via email to and must contain the full booking details including organisation name, booking and delegate contact details.

For full terms and conditions please see Terms and conditions page.