Complaint Procedure 

 Mediation UK International is committed to providing an outstanding level of service for all of our clients.

Dealing with complaints

Complaints should be dealt with rapidly. Our staff try to resolve complaints as soon as they arise. Wherever possible a senior member of staff will endeavour to resolve any complaint however communicated as soon as they become aware of it. We recognise however that some issues may arise that are incapable of immediate resolution.

If a resolution is not achieved by a member of staff, or if it involves a mediator or external supplier it is referred to a Director of the Company. The Director of the Company will then take responsibility for resolving the complaint within a reasonable amount of time. A Director may wish to investigate the complaint before a decision is made on an appropriate resolution. 

All individual Regulated Mediators must investigate complaints made against them. All Registered Mediation Providers must investigate complaints made against them or against mediators appointed by them.

What are complaints?

We aim to ensure that, should a client have a complaint, they can be certain that;

  • Making a complaint will be a simple process

  • All complaints are taken seriously

  • All complaints will be dealt with expeditiously and fairly whilst maintaining confidentiality

  • We utilise such opportunities to learn lessons and improve standards

How do we define a complaint?

A complaint occurs when any client indicates they are unhappy or concerned about the service we have provided.

Examples include; 

  • If we do not keep to intended timetables

  • Administrative errors have occurred (eg. as a result of wrong address)

  • Perceived behaviour of our staff

  • Failure to notify of meetings

 

Sometimes a complaint involves an organisation or person outside of the control of Mediation UK International, in which case you will be directed to the relevant point of contact.

Dealing with complaints

Complaints should be dealt with rapidly. Our staff try to resolve complaints as soon as they arise. Wherever possible a senior member of staff will endeavour to resolve any complaint however communicated as soon as they become aware of it. We recognise however that some issues may arise that are incapable of immediate resolution.

If a resolution is not achieved by a member of staff, or if it involves a mediator or external supplier it is referred to a Director of the Company. The Director of the Company will then take responsibility for resolving the complaint within a reasonable amount of time. A Director may wish to investigate the complaint before a decision is made on an appropriate resolution. 

Response times

When dealing with a complaint we will:

  • Acknowledge receipt of your complaint within 5 working days in writing.

  • All complaints will be investigated and responded to within 21 working days of receipt. The procedure may specify that on occasions further time may be required, in which case the complainant should be notified of this in writing.

  • In the case of Registered Mediation Providers, the investigation will be carried out by somebody other than the mediator that the complaint relates to.

  • If you wish to appeal the decision of Mediation UK International, you will need to appeal this in writing within 14 days of use responding to your complaint. If you appeal is denied we will inform you within 14 working days in writing. If you appeal is accept we will reinvestigate and reply to you within 21 working days with the outcome of appeal. If you are still unhappy you can appeal to the CMC with there details listed below. 

Making a complaint

Appealing a Complaint to the CMC 

If the response is not accepted the complainant can appeal to the CMC on certain grounds, and provide details of how to do this. Details of the CMC's appeal processes can be found here: https://civilmediation.org/for-thepublic/complaints/

Recording Complaint

Regulated Mediators and Registered Mediation Providers must keep written records of any complaints received.