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Complaints Procedure

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Our Commitment

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We will consider any complaint we receive in detail and will respond promptly. Any complaint will be treated confidentially and will not affect our future service to you. We will take all criticism into account to improve our service in the future.

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Who should I contact?

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In the first instance, please raise any complaint or concern with the mediator or consultant who handled your case. An informal discussion over the telephone is often the best way to deal with complaints.

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Should you remain dissatisfied after discussing the matter informally, please put in writing your name, the name of the party/parties on the other side of any mediation and the date of any mediation that has taken place or is booked.

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What happens next?

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Upon receiving any complaint in writing, we will acknowledge your complaint within five working days. The complaint will be investigated fully and in detail. We may need to contact you for further information. Thereafter a written response will be provided within ten working days, unless a short extension of that time is required, in which case we will discuss that with you.

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If you are not satisfied with our response, you may refer your complaint to: The Registrar at The Civil Mediation Council 218 The Strand London WC2R 1AT.