Complaints Procedures for 22 Chalcott Gdns Regulated Mediators & Registered Mediation Providers 

As members of the Civil Mediation Council all our 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.  

We set out below the minimum requirements that as Regulated Mediators’ and Registered Mediation Providers’ we provide our Mediation client. Our complaints procedures are available and readily accessible and visible to you as clients and members of the public, and are referred to in our engagement agreement. Our complaints procedure is available below. 

COMPLAINTS PROCEDURE

Specifics our complaints procedures state: 

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

2. All complaints will be investigated and responded to within 21 working days of receipt. In certain situations, depending on complexity, we may specify that further time may be required. In these cases we will notify you as the complainant(s) of this in writing. 

3. That in the case of Registered Mediation Providers, any investigation will be carried out by somebody other than the mediator that the complaint relates to. 

4. Once the complaint is dealt with, within the 21 working days of receipt of the complaint, [or more time where necessary under point 2 above), the matter will be closed. We have no appeal process within 22 Chalcott Gardens. 

5. However, if the response is not accepted by you as the complainant, you 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/ 

6. As Regulated Mediators and Registered Mediation Providers we keep written records of all and any complaints received.

7. This complaints procedure complies with Minimum Standards for Complaints Procedures from 1.2.2021 of the Civil