Informal Mediation

The FSPO deals with a majority of complaints informally through mediation in our Dispute Resolution Service. Mediation is a process where we aim to help you and your provider to design and agree a solution you are both satisfied with.

The outcomes of mediation are:

• A settlement agreed between you and your provider.
• Clarification from your provider around the issue(s) you complained about, which solves your complaint.
• No settlement agreed and your complaint transfers to investigation.