Complaints Policy

Our complaints policy 

We are committed to providing a high quality dispute resolution / mediation service to all our clients. We are committed to high levels of service and a good reputation. However, we also recognise that there may be times when things may not always steer as hoped or planned. 

If you feel less than satisfied with any of our ADR/Mediation work and would like to raise a complaint, then we need you to tell us about it. This will help us to improve our standards and rectify your concerns. 

Our complaints procedure

If you have a complaint, please feel free to call the mediator whom the complaint may be directed at or dealt with your case. We feel this informal discussion and direct approach over the telephone is often the best way to deal with any concerns/complaints. 

In the unlikely event that you remain dissatisfied after discussing the matter, or if you prefer to lodge your complaint in writing, please write to your mediator directly with full details. We recommend that you include your name, reference number (if applicable), the name of the party / parties of the mediation in question and the date of mediation that has taken place. It would also be helpful if you could provide a reachable telephone number (even if you have already provided one) to ensure we have an updated record of it should we need to contact you urgently for any reason. 

If you remain unhappy after receiving the mediator’s response, or if the complaint does not relate to a particular mediator but is about an aspect of our administration, you should write to Ruth Everard t/a Green Park Mediation, Allia Future Business, Cambridge CB4 2HY 

What will happen next? 

We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. 

We will also let you know the name of the person who will be dealing with your complaint. 

You can expect to receive our acknowledgement letter within five working days of us receiving your complaint. 

We will record your complaint in our Complaints Register. We will do this within seven days of receiving your complaint. 

All complaints will be investigated and responded to within 21 working days of receipt. 

The procedure may on occasions require further time, in which case the complainant will be notified of this in writing. 

We will then start to investigate your complaint. This will normally involve the following steps: The mediator who acted for you will reply to your complaint within five days. The investigation may be carried out by somebody other than the mediator. S/he will examine your complaint and the information in your complaint file and reply accordingly. S/he will write to you confirming the final position on your complaint and explain the reasons for doing so. 

Registered mediators have a feedback system which invites, receives, assesses and reviews, all comments by the parties and their lawyers and representatives in respect of mediations. 

If you are still not satisfied with your response, you may refer your complaint to the Secretariat of the Civil Mediation Council. All complaints must be in writing and addressed to the CMC Secretariat at secretariat@civilmediation.org. 

On receipt of your e-mail the Secretariat will send you a complaint form to be completed and returned. 

Please note time limitations and conditions which are available for reference here: https://civilmediation.org/for-the-public/complaints/ 

Civil Mediation Council, The International Dispute Resolution Centre, 70 Fleet Street, London, EC4Y 1EU. 

Email: secretariat@civilmediation.org