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Our aim

We aim to deal promptly, fairly and effectively with any complaint anyone may have about any aspect of our service.

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Our complaints handling policy

We are committed to providing a high-quality mediation service. When something goes wrong, we need you to tell us about it. This will help us to improve our service. There is no question of  any charge being made for the time taken to resolve a complaint.

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How to complain

If you have a complaint, please give the details (by letter, email or telephone) to Stephen Hunter, the Principal.

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Where a quick resolution of your complaint is possible

It is possible that, after investigation, we can agree to resolve the matter promptly, we will confirm this in writing within 7 days of your first contacting us, the agreed manner of resolution.

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What will happen next?

1. We will then invite you to a meeting to discuss and understand what has happened. If you prefer that the matter is investigated by an Independent Complaint Handler, we will organise this and confirm this in writing to you.

2. Within three days of the meeting, we will write to you to confirm what took place and any solutions we have agreed.

3. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of the acknowledgement letter confirming our final position on your complaint and explaining our reasons.

4. If you are still not satisfied, you can contact the Civil Mediation Council. Details of the CMC’s appeal processes can be found here: https://civilmediation.org/complaints/ 

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