Complaints policy
Making a complaint
Firstly, we are sorry that you are considering making a complaint but we would love the opportunity to put it right for you. The quality of our work is important to us.
Stage 1 - Please contact us and let us know what the problem is so that we can see if we can fix it. We are always willing to hear from you and will look to fix it. We will acknowledge your complaint within 48 hours and investigate, providing a response within 14 days.
In considering your complaint we will make reference to the confidentiality and legally binding Agreement to Mediate contract that was singed prior to the mediation taking place.
Stage 2 - If we do not resolve your compliant to your satisfaction we will refer your claim to an independent mediator to review at our cost.
Stage 3 - If you are still not satisfied, under certain circumstances, you can refer your complaint to the Civil Mediation Council for their investigation. Details of the CMC's appeal processes can be found here: https://civilmediation.org/for-the-public/complaints/