Complaints Procedure

Procedure

1. 

Reed Mediation adopts the Civil Mediation Council (CMC) procedure in respect of any mediation related complaint received.

2. 

If you have a complaint about a mediator or mediation provider in respect of the service you have received, you must first complain to that mediator or the provider. 

All individual Registered Mediators must investigate complaints made against them. 

All mediators and providers Registered with the CMC are required to have a complaint handling procedure in place.

3. 

Registered Mediators are required to keep written records of any complaints received.

4. 

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

5. 

All complaints will be investigated and responded to within 21 working days of receipt. On occasions further time may be required, in which case the complainant will be notified of this in writing.

6. 

If you are not satisfied with the outcome of your complaint at that stage, you may refer the matter to the CMC. 

This must be done within one month of conclusion of consideration of the complaint by the mediator or provider and in any event within 6 months of the events giving rise to the complaint.

 Complaints received outside these time limits will only be accepted at the discretion of the CMC.

7. 

All complaints must be in writing and addressed to the CMC Secretariat at secretariat@civilmediation.org. 

On receipt of your e-mail the Secretariat will send you a complaint form to be completed and returned.

8. 

Complaints can only be considered by the CMC if they concern an individual or organisation which is a member of the CMC. The CMC regrets that it cannot consider complaints against non-members.