Complaints Procedure

Informal Resolution

In the first instance, concerns should normally be raised directly with the mediator as soon as possible. Many issues can often be resolved quickly through clarification or discussion.

Concerns may be raised by email or telephone.

Formal Complaint

If the matter cannot be resolved informally, a formal complaint may be submitted.

A complaint should include:

• The name of the complainant
• Contact details
• The date of the mediation or interaction
• A clear description of the concern or complaint
• Any relevant supporting information

Complaints should be submitted in writing to:

Email: enquiries@mediationchambers.com

Acknowledgement

Receipt of a formal complaint will normally be acknowledged within five working days.

Investigation

The complaint may be reviewed by an independent mediator where appropriate.

The review process may involve:

• Examining relevant correspondence or documentation
• Requesting clarification from the complainant
• Seeking a response from the mediator involved

The aim is to assess the matter fairly and objectively.

Outcome

A written response will normally be provided within 21 days of acknowledgement.

The response may include:

• An explanation of the circumstances
• Clarification of mediation procedures or standards
• Where appropriate, an apology or corrective action

Independent Review

If the complainant remains dissatisfied with the outcome of the internal review, the complaint may be referred to the Society of Mediators, which provides an independent complaints process for its members.

Further information about the Society of Mediators complaints procedure can be obtained via their website.

Confidentiality

Complaints will be handled confidentially and in accordance with applicable data protection obligations. Information will only be shared where necessary to review the complaint or where required by law or professional standards.