Complaints Handling Procedure

Whilst we always aim for complete customer satisfaction, sometimes things go wrong.... and we want to assure you that at ADM Mediation we are committed to addressing your complaints, dealing with your feedback and looking where possible to restore your confidence in us and our services.

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We are guided in framing our complaints handling procedure by the standards set down by the Civil Mediation Council (CMC) in their Standard for Complain Handling for Regulated Mediators [hyperlink]

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We are here to help; the foundation of mediation is communication. If you have a complaint, a concern or you are simply uncertain about something let the mediator know and they will do their best to address any concerns immediately if they are able.

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If they cannot help, or you are not satisfied with the explanation given a complaint in writing should be sent to Alistair Davies, either by post (to the address given on the website) or by email (alistair@admmediation.com) within 6 months of the event complained of, setting out (in full) the details of your concerns.

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It would help avoid any confusion if any letter / email of complaint could be clearly marked as such.

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Alistair, as the mediator will receive, investigate and respond to all complaints.

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Any complaint received will be acknowledged in writing within 7 days of receipt and a substantive written response will follow within 21 days of the date of acknowledgment. If for any reason we are unable to provide a final response within the time specified, you will be provided with a provisional reply explaining the reasons for any delay and providing an updated timeframe for the final response.

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In the event that any grievance is not resolved to the complainant’s satisfaction on the conclusion of the complaints handling process, a complainant may, in certain circumstances, refer the matter to the Civil Mediation Council (CMC). Such referrals are considered having regard to whether the matters raised could amount to Serious Professional Misconduct and could thereby meet the requisite high threshold of seriousness. Please note that, as a CMC referral relates only to matters which could give rise to Serious Professional Misconduct, this is not a route to compensation, redress, or resolution and cannot be used to appeal, change or otherwise alter or overrule the outcome of the Complaints Handling Process.

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Further information is available at: www.civilmediation.org/concerns