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You are here: HomeResourcesFAQ's
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How Do I Make an Appointment?

A: We try to see everyone as soon as we can. If there is a waiting list, we will register your details and contact you as soon as an appointment is available. For most of our services, we offer a fixed day and time based on your availability. Choose, Aberdeen, Peterhead or Elgin to find your nearest service.

How Do I Make A Referral?

A: You can self-refer by phoning, emailing or completing the contact us page. If you are a professional, you can complete the online Referral Form, email or phone.

How Much Does it Cost?

A: Choose, Aberdeen, Peterhead or Elgin to find out the fees for your area. We may be able to offer a concessionary service, depending on your circumstance. Ask our Admin Team for further details.

How can I reschedule or cancel an appointment?

A: Please let us know as soon as possible if you wish to cancel or reschedule. We require two working days notice for a full refund. Provided this notice is received, sessions can be rescheduled and your payment transferred.

Is the service confidential?

A: AVENUE provide a confidential service; any information we receive from you, we regard as confidential within the service. We will not disclose this information to other individuals or external agencies without your permission.

The exceptions are ….

  • concerns about the safety of a child; in this event we are obliged to share information with the appropriate agency
  • concerns about your own safety and the safety of others
  • violence or threat of violence before / during / after a session where AVENUE or another party feel it necessary to call the police, or where a worker is witness to an incident which results in criminal proceedings against a client
  • information that either you or your partner have benefited from the proceeds of crime (under the Proceeds of Crime Act 2002 and / or relevant money laundering regulations)
  • where a case has been referred by the Court to provide a report

How do I make a complaint?

A: If you have concerns about a service you have received from AVENUE, contact the Service Manager on 01224 587571.
  • "Overall, despite the trauma I was going through, I felt treated with dignity, respect, understanding and professionalism from everyone I was in contact with."

  • "It was as if I was invisible. They were so busy fighting they just ignored me. After they went to mediation they listened to what I wanted too, and now I get to see Dad without Mum being upset."

  • "Mummy and Daddy told us they were going to meetings every week to talk about me and my sister. I liked it that they were talking about us. I knew it wasn’t to get them back together, but I liked it just the same."

  • "Through counselling I slowly discovered what I’d been missing. Counselling improved both my own life and that of my family. I feel we are more in control of things at home."

  • "Counselling has really saved our marriage and we now have a new way of coping with things together. I found it very easy to talk about difficult emotions which helped me a great deal in my relationship."

  • "I found that this improved communication between my wife and myself. This service is fantastic. The counselling succeeded when all else failed. Please keep doing what you are doing! Thank you AVENUE"

  • "Without the service I am not sure when or how I would have seen my son. Very worthwhile service, sadly under-funded."

  • "The mediator was fair and sensitive. It was positive and encouraging to motivate us to make the best arrangements for our child."

  • "I felt very supported and safe to allow me to express my views." "I felt very happy and grateful for the service I have received."

  • "My motto for mediation would be ‘give them a try’ – they can help bring happiness back to your children. I know my children are glad I took the steps of going to mediation, they tell me each week."

  • "If it was not for a valued service such as your own, we would not be able to realise the damage we are doing to our children."

  • "When I first approached mediation I had no contact with my children. I now have weekly contact – so it worked for me and I would have no hesitation in recommending it to anyone else."

  • "Going to family mediation helped reassure my husband that he was still a very important part of our daughter’s life. He didn’t feel quite so lost."

  • "I would like to thank you for all your help. The improvement in the relationship can only help us all. I feel you had a very large part in sending us in that direction."