Complaints Handling and Feedback

We are committed to providing excellent customer service to our clients, but if you feel our service has fallen short of your expectations for any reason we will endeavour to investigate and treat your complaint seriously following our complaints procedure. We will investigate all complaints in detail and keep our clients fully informed during the process. In addition, we will keep a written note of any feedback or informal complaints we receive to make sure that our service is responsive to customers’ needs. All data collected will be confidential and anonymised.

  1. In the instance that you would like to complain about our service, the first step is to raise the issue with your mediator who handled your dispute. We find that in some instances this first step can lead to an effective and prompt solution. However, in the case where the issue remains unresolved to your satisfaction, you can then contact us with details of your name and participants’ names, date of the mediation, nature of the complaint and details of how we can contact you back (email/telephone number). 
  2. We will endeavour to respond to you with an acknowledgment as soon as practically possible and in any way within 5 working days from receipt of the complaint. This communication will include a copy of our complaints procedure.
  3. On occasion, we may need to ask you for further information if this is deemed necessary in order to run a full investigation. We will endeavour to formally respond to your complaint confirming our final position and explaining our reasons within 21 working days of receipt, unless a short extension is necessary, in which case you will be notified of this extension in writing.
  4. If you are not satisfied with our response you may refer your complaint in writing on certain grounds to the CMC Secretariat at the Civil Mediation Council: Full details on how to do this can be found by clicking the following link:

Your complaint will not affect the service we are committed to providing to you.

We would also encourage you to provide us with feedback if we have exceeded expectations so that we can learn from success as well as from our mistakes as an opportunity to further improve the standards of our service towards you.