Free support for communities and venues
Help to find a fair way forward
When an eligible community issue arises, we give local people and venues a calm, private process to understand each other's position and agree practical next steps. A mediator can help if the conversation gets stuck.
This service does not handle purchases
We can help with eligible non-contract community issues, such as noise or impact on neighbours. We cannot mediate a dispute about payment, price, a booking, cancellation, refund, replacement, misleading sales or paid service quality. Use the official consumer-help route for your part of the UK. You must be 18 or over to submit a report.
Step by step
Clear steps for both sides
Most cases follow these steps. We pause or review a case if there is a safety risk, abuse, a threat or no reply.
Tell us what happened
Give the key facts, what you have tried and what outcome could help.
The venue replies
A person from the venue confirms that it will respond. This does not mean accepting fault.
Both sides explain
Each side can ask focused questions and reply by a clear deadline.
Suggest a solution
Either side can suggest an explanation, apology, correction or practical change.
Agree the next steps
Any agreement stays private. Both sides can choose to publish one short, neutral result after a privacy check.
Close the case
A case can close with or without an agreement. Detailed feedback always stays private.
Safety first
If someone may be at risk, we check the safest next step before contacting the venue.
A neutral process, not a judgement
A report is not a finding of fault. A mediator is not a lawyer, regulator or judge. We do not decide whether a crime happened.
Responsibility scores stay separate
A report, disagreement or low feedback does not automatically change a responsibility score or position.
Emergency help
If someone is in immediate danger, call 999 now
Do not wait for this service. For other urgent matters, contact the police, council or relevant public service first.