PROCESSING COMPLAINTS

National Mediation Direct considers itself amongst the most user-friendly of Mediation service providers and strives to provide a service second to none.

However, the best-laid plans can go wrong occasionally. We are determined to use those rare occasions to strengthen our relationships with those who use our service by acting efficiently and promptly and by improving our service for everybody. We follow the EU model Code of Conduct for Mediators (adopted in 2004) .We value your feedback.

Procedure:

1. Please feel free to air any complaint orally at first, if you wish. We may be able to put matters right immediately.

2. If you do not receive satisfaction, please write to Mrs Anne Powell at the address below:

National Mediation Direct Ltd – Suite 6 Metloc Business Centre, 37 Victoria Road, Essex, Romford, England, RM1 2LH

Please provide the following information:

  • Your name, address and other contact details.
  • A clear description of your concerns or complaint.
  • Your ideas about what you would like done to put it right.
  • Copies of all relevant letters or other documents.

3. Once we have received your written summary of the complaint, we will contact you in writing within 5 working days of receipt and inform you of our understanding of the circumstances leading to your complaint. At this point you will be invited to make any comments that you may have in relation to this. The investigation of complaints concerning the service provided by a registered mediator; will carried out by somebody other than the mediator that the complaint relates to.

4. All complaints will be investigated and responded to within 21 working days of receipt. Where it is not possible to meet the above response time, we will notify you in writing and provide an explanation for the delay.

5. If you remain dissatisfied, with any aspect of our handling of your complaint, then we will attempt to resolve this promptly through negotiation, and otherwise agree to enter into mediation with you, probably under the auspices of the Civil Mediation Council.

Further complaints

If you have exhausted our internal complaints procedure and you are still dissatisfied with the resolution of your complaint you may make a further complaint to the Civil Mediation Council (CMC).
Details of the CMC’s appeal processes can be found here: https://civilmediation.org/for-the-public/complaints/