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Complaints Handling Process

Your concerns matter to us. We're committed to resolving any issues swiftly and fairly.

Our Commitment to Excellence

At The Mediation Agency, we pride ourselves on delivering exceptional mediation services and operating to the highest professional standards. We understand that occasionally things may not meet your expectations, and when this happens, we want to hear from you.

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Our complaints handling process is designed to be straightforward, fair, and focused on finding a positive resolution quickly. We view every complaint as an opportunity to improve our services and maintain the trust you've placed in us.

How to Raise a Concern

Step 1: Speak to Us Directly

Local Discussion and Immediate Resolution

 

If you have any concerns about your mediator or our service, we encourage you to contact us directly first. Many issues can be resolved quickly through open discussion.

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Contact Options:

 

What to Include:

  • Your name and contact details

  • Case reference number (if applicable)

  • Details of your concern

  • What outcome you're hoping for

 

Our Response:
We'll acknowledge your concern within 2 working days and aim to provide a full response within 5 working days. In many cases, we can resolve issues immediately during your initial contact.

Step 2: Formal Complaints Process

If Your Concern Isn't Resolved

 

If you're not satisfied with our initial response or if your concern requires more detailed investigation, you can lodge a formal complaint.

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How to Submit a Formal Complaint:

  • Complete our formal complaints form

  • Email your detailed complaint to team@mediation-agency.co.uk

  • Mark your correspondence "Formal Complaint"

 

Investigation Process:

  • Acknowledgement: Within 2 working days

  • Investigation: Thorough review by our Quality Assurance Manager

  • Response: Full written response within 10 working days

  • Resolution: Clear explanation of findings and any corrective actions

Step 3: Appeal and Independent Review

If You Remain Unsatisfied

 

If you're not satisfied with the outcome of our formal complaints process, you have the right to request an independent review.

 

Appeal Options:

  • Request a review by our Senior Management Team

  • Independent assessment of your complaint and our response

  • Final response within 15 working days

What Happens Next?

During the Process

  • We'll keep you informed at every stage

  • You can contact us for updates at any time

  • We'll work with you to find a fair resolution

  • All communication will be professional and respectful

 

Possible Outcomes

  • Apology: Where we've fallen short of our standards

  • Corrective Action: Steps to prevent similar issues

  • Service Improvement: Changes to our processes

  • Financial Redress: Where appropriate and warranted

  • Alternative Resolution: Finding a different way forward

Your Rights and Support

Confidentiality
Your complaint will be handled confidentially and will not affect any ongoing or future mediation services.

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No Detriment
Raising a complaint will not disadvantage you in any way or affect your access to our services.

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Support Available
If you need assistance in making a complaint, we can help you through the process or direct you to appropriate support services.

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Record Keeping
We maintain detailed records of all complaints to help us improve our services and identify any patterns or trends.

Contact Our Complaints Team

Primary Contact:
Email: team@mediation-agency.co.uk

Phone: 03300 431 757

 

Office Hours:
Monday to Friday, 9:00am - 5:00pm

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We're committed to resolving your concerns fairly and efficiently. Your feedback helps us maintain the highest standards of professional mediation service.

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