Mediation: 'Relationship counselling' for the consumer

You could just keep complaining directly to the company in question, much as you would continue 'communicating' with a loved one. Alas, if you've reached deadlock and there's a serious breakdown in the relationship your only other option might be to take it to the courts.

But you might not have realised that there is another, more amicable, option.

When all's not well in love you go to relationship counselling. In the consumer world, you go to an 'arbitration tribunal' for mediation - it's a way of resolving disputes without having to go to court. It's conducted by an independent third party - a mediator - who helps both sides to come to a compromise. It can often be a simpler – and less costly – way to solve your problems.

It is run through the local county courts, is available to everyone and usually involves a small fee. If you do decide to undertake legal action against a company, you will be offered it as an alternative before you proceed. It's available not just for consumer cases, but also for contract, housing, and neighbourhood disputes.

But is it a worthwhile option? Rebecca Hilsenrath, head of the legal charity LawWorks, outlines some of its benefits;

Mediation is not the way to go if you don't want to negotiate. Neither is a full mediation necessary if you simply want to complain. But if you've got a patient ear and are prepared to compromise, it could just be the heart-to-heart that brings harmony back to your relationship.

You can contact the National Mediation Helpline, who will help set up a mediation for a fee, at 0845 603 0809 (National rates apply).

However, you may be eligible for a fee concession if you fall into certain categories.

Find out more about LawWorks - a charity set up to allow free mediation for those who can't afford to pay for it.

The contents of this website are not intended to be a substitute for individual professional advice. The content of this section is based on the law applying on 26 January 2010.