We will do everything within our control to ensure that your mediation experience is as pleasant and user-friendly as possible and carried out in an efficient and effective manner. However if you should have any concerns or complaints whatsoever concerning our service we really would like to hear about it.
Please bring any complaint to our attention orally at first. Hopefully our mediator will be able to put matters right immediately. If not please write to us providing:
• Your name, address and prefered contact details.
• A clear description of your complaint.
• Your thoughts on how the matter may be resolved.
• Copies of any relevant letters or other documents.
Once we have received your written complaint we will contact you in writing within five working days. We will inform you of our understanding of the circumstances and invite you to make any comments that you may have in relation to this.
Within twenty working days of receipt of your reply we will write to you to inform you of the outcome of the investigation into your complaint and let you know what actions we have or intend to take.
If you remain dissatisfied with any aspect of your complaint we will attempt to resolve these issues firstly through negotiation and secondly through mediation.