Complaints
Let's make things better
How Can We Help Make Things Right?
We hope you have no cause for complaint, however, we recognise that sometimes things may not go as smoothly as we would have liked.
If you are unhappy with the service that you have received from us, we are anxious to know about it.
How to complain:
During the mediation itself, please raise the issue with the mediator as soon as possible so that the problem can be dealt with straight away.
After mediation, the procedure is to communicate your experience in writing within 14 days by email. When doing so please include the following information:
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Your name and contact details
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The mediation or matter concerned
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A clear description of your complaint
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Relevant dates or circumstances
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Any outcome you would like to be considered
Kent Mediation Cases: help@kent-mediation.org
Your complaint will be acknowledged within 5 working days and you will receive a response within 28 days. Should a response not be possible in that time, you be informed of the reason for delay and provided with an updated time frame.
Your complaint will be dealt with, whenever possible, by a person who was not connected with your actual mediation.
We hope that we can resolve things to your satisfaction; however, if you are still unhappy and wish to take your complaint further to an external body, then the CMC (Civil Mediation Council) operates a final stage complaint procedure:
Complaints — Civil Mediation
They can be contacted at the address given below: The Civil Mediation Council Ltd 100 St Paul's Churchyard, 3rd Floor, London EC4M 8BU