My complaints policy
I am committed to providing a high-quality service to all users. When something goes wrong I need you to tell me about it. This will help me to maintain and improve my standards.

My complaints procedure
If you have a complaint, please contact me with the details. If I have to change any of the timescales set out below I will let you know.

What will happen next?
1) I will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. I may at this stage ask you to confirm or explain your complaint in more detail. I may also suggest that we meet to clarify any details.

2) Once I have recorded your complaint in the complaints register and opened a file for your complaint, I will then appoint an independent mediator who deals with similar types of mediation to deal with the matter.

3) The appointed mediator will fully investigate the complaint and prepare a report.

4) At this stage I would welcome the opportunity to meet with you. I would aim to be in a position to be able to meet with you within 21 days of sending you the acknowledgement letter. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, I will write fully to you setting out my views on the situation and any redress.

5) Or, if you attend a meeting with me I will write to you within four days of the meeting to confirm what took place and any solutions I have agreed with you.

6) If you are not satisfied with the outcome of your complaint at that stage you may refer the matter to the Civil Mediation Council [“CMC”] on certain grounds. This must be done within one month of conclusion of consideration of the complaint by the mediator 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 CMC.

7) All complaints must be in writing and addressed to the CMC Secretariat at secretariat@civilmediation.org