Complaints Procedure

In the event that you have a complaint about the mediator(s) who have dealt with your matter or about any aspect of the mediation process, please contact us immediately and we will investigate your complaint and seek to resolve any outstanding issues with you as quickly as possible.

We would encourage you to seek to resolve the issue with the mediator(s) with whom you have been dealing in the first instance, but if you are unable to do so or would prefer not to do so, you can contact us by telephone at 02038575690 or by email at complaints@mediationrescue.co.uk

If you wish to pursue a formal complaint, the complaint should be set out in writing with copies of all relevant documents. The complaint should be submitted as soon as possible after the events giving rise to the complaint and always within three months of those events having occurred. Complaints received more than three months after the events giving rise to the complaint will only be investigated at our discretion.

All complaints will be acknowledged in writing within 5 working days of receipt.

All complaints will be investigated and responded to in writing within 21 working days of receipt. If further time is needed to investigate or to respond to your complaint, you will be notified of this in writing, giving a timescale within which it is anticipated that a response will be provided.

Where practicable, the investigation will be carried out by somebody other than the mediator(s) to whom the complaint relates.

If you are dissatisfied with the outcome of your complaint and if your complaint relates to a mediator registered with the Civil Mediation Council it may be possible to raise a further complaint with the Civil Mediation Council on certain limited grounds as set out on the Civil Mediation Council’s Website: https://civilmediation.org/complaints/

Any complaint to the Civil Mediation Council must be made within one month of the conclusion of consideration of the complaint by us and in any event within 6 months of the events giving rise to the complaint. Complaints received outside these time limits will only be accepted at the discretion of the Civil Mediation Council.

All complaints to the Civil Mediation Council must be in writing and addressed to the Secretariat at secretariat@civilmediation.org