Complaints Procedure

Mediation Complaints Process

Our commitment

We will be receptive to any complaint and will consider it in detail and with the seriousness it merits. We pledge to respond to any complaint promptly.

Any complaint will be treated confidentially and will not affect our future service to you.

How to contact

We find that an informal discussion over the telephone is often the best way to deal with complaints.

Should you remain dissatisfied after discussing the matter, or if you prefer to write, please write to me directly with full details. It would be helpful if you could include 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. Remember that any substantive notes and preparatory documents in the possession of the mediator were destroyed at the end of the mediation as part of the confidentiality process. It would also be helpful if you could provide a telephone number (even if you have already provided one) to make sure that we have a record of it should we need to contact you urgently for any reason.

If writing is not an appropriate form of communicating for you, then please telephone us.

Although it may seem counter-intuitive in an electronic age, we would prefer that you do not discuss your concerns by email or send supporting documents by the medium of email. This helps us ensure that we are protecting the confidentiality of your mediation process.

What we will do

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 period is required, in which case we will discuss that with you.

If you are not satisfied with our response

If you are not satisfied with our response, you may refer your complaint to:

  • The Registrar
  • The Civil Mediation Council
  • 218 The Strand
  • London
  • WC2R 1AT

Tel: 020 7353 3227

The process that will then be followed by the CMC is detailed at www.civilmediation.org/governance.