Things can go wrong and when they do, they should be dealt with promptly, investigated fairly, and resolved properly. In fact, regulated mediators are required to investigate complaints made against them or mediators appointed by them.
As part of running a responsible mediation practice a straightforward complaints procedure is set out below.
Submitting a complaint
Complaints should be submitted to email@example.com.
All complaints will be acknowledged, in writing, within 5 working days.
Complaints will be investigated and a response will be provided within 21 working days of receipt.
It is possible that, from time-to-time, further time may be required in which case the complainant will be notified in writing.
The investigation will be carried out by somebody other than the mediator that the complaint relates to.
As a regulated and registered mediation provider, written records of any complaints will be kept.
If the response is not accepted, the complainant can appeal to the Civil Mediation Council. Grounds on which an appeal can be made and further details can be found here: https://civilmediation.org/for-the-public/complaints/