Concerns and Complaints Procedure Appendix 3:  Mediation Guidance

Mediation as a means to conciliation and resolution:

  1. It is a key practice principle of ACAT’s Concerns and Complaints Procedure, that “informal resolution of concerns and complaints is encouraged at all stages in the process, as far as is compatible with public safety”.  This key practice principle seeks to respect and promote both parties’ ability and will to satisfactorily resolve the matter themselves, and thereby obviating escalation to the more formal stages of the Concerns and Complaints process, which are necessarily more complicated, lengthy and potentially stressful.
  2. Mediation is where a third party, a mediator, is introduced with the consent of both parties, to assist them to achieve conciliation and informal resolution. The mediator will variously facilitate communication between the two parties, by acting as a go-between with written / verbal messages ; by telephone / teleconferencing ; or by face to face three-way meetings.
  3. Mediation is a process, which needs to be undertaken with some interpersonal skill and where the mediator is trusted, by both parties, to be unbiased and well intentioned.  The mediator therefore needs to have been previously uninvolved in the matter.  S/he may be an ACAT member or a member of a similar organisation, so long as s/he is judged to have suitable interpersonal skills, either formally accredited as a mediator or not.
  4. In ACAT’s Concerns and Complaints Procedure, the person who commissions mediation will be the Chair of the Ethics Panel at the informal (Initial Screening) stage, or the Chair of either the Investigation Panel or the Adjudication Panel at the formal stages.
  5. The person who arranges the mediation, and oversees reporting arrangements to the commissioner of the mediation, is the Concerns and Complaints Officer.  The Concerns and Complaints Officer will have recourse to a small pool of mediators, deemed suitable to undertake the role.
  6. If mediation is successful, the mediator drafts a Conclusion Agreement for the complainant and therapist to sign, and submits it via the Concerns and Complaints Officer to the commissioner.  The commissioner may accept the Agreement and arrange for implementation and monitoring by the Concerns and Complaints Officer, or reject it and (re)start the Concerns and Complaints Procedure.
  7. If mediation is unsuccessful, the mediator submits a report to the Commissioner via the Concerns and Complaints Officer, outlining why so, and prospects for any further informal resolution.  The commissioner will then decide whether to move (back) into formal Concerns and Complaints Procedure.


Approved at the ACAT AGM on 11 July 2014

ACAT Calendar for March
11st March 2019
CPD Event: Research Conference - organised jointly by ACAT and Catalyse
66th March 2019
CAT Introductory Event: ACAT: Two Day Introduction to CAT
88th March 2019
CPD Event: ACAT: Out of control sexual behaviour
99th March 2019
CPD Event: CAT Nature Retreat - offered by CAT Cumbria
1111th March 2019
CPD Event: How to run a successful private practice: all you need to know - offered by Become Psychology
1515th March 2019
CPD Event: ACAT: CAT for psychosis: a relational approach
1818th March 2019
Special Interest Group Event: CAT-TAST SIG meeting
2727th March 2019
CPD Event: Trainers and Supervisors Meeting
2929th March 2019
CPD Event: ACAT: CAT with Couples
CPD Event: Forensic CAT Conference - offered by Tees, Esk and Wear Valley NHS Trust (TEWV)

Contact Details

ACAT Administration Manager:Maria Cross

ACAT Administrator:Alison Marfell

ACAT Financial Administrator:Louise Barter

Postal Address:ACAT
PO Box 6793
United Kingdom

Phone:+44(0) 1305 263 511

Office Hours:Monday to Friday
9am to 5pm

News from ACAT

New blog: 'Dilemmas of Desire: How CAT May Help Chemsex-related Distress' New blog: 'Dilemmas of Desire: How CAT May Help Chemsex-related Distress'...

ACAT Website Gets Mobile-Friendly Last week ACAT's website was updated to use a "responsive" design framework. This means it now works properly on mobile devices and tablets as well as on laptops and desktop computers....

Click to read all news


This site has recently been updated to be Mobile Friendly. We are working through the pages to check everything is working properly. If you spot a problem please email and we'll look into it. Thank you.