Complaints Procedure

We are committed to providing a high quality mediation service to all our clients, and are always pleased to received your feedback. If you have any concerns or complaints regarding our mediation services, please do raise these at the time. We will do all we can to put matters right immediately.

If you would prefer to make a more formal complaint, please write to us at emma@emmagoodingmediator.co.uk setting out:

  • A clear description of your concerns or complaint
  • Your ideas about how you would like the issue resolved
  • Copies of all relevant paperwork

Once we have received your written summary of the complaint, we will acknowledge it in writing within 5 days.  We will then investigate your complaint.  The investigation will be conducted by an independent registered mediator who is different from the mediator to whom your complaint relates.  Following the investigation, we will respond substantively to your complaint within 21 days of first receiving it.   You will be invited to comment on our response, after which we will write to you again within a further 21 days to let you know what actions have been or will be taken.

If you remain dissatisfied with the handling of your complaint then we will attempt to resolve it through negotiation, or if we cannot resolve the matter by negotiation within a reasonable time, by mediation.

We hope that the above procedure will resolve any outstanding issues. However, if you remain unhappy with the outcome, you do have the choice of escalating your complaint to the Civil Mediation Council (CMC). For the CMC to consider your complaint, it must be made in writing and addressed to the Registrar of the CMC at registrar@civilmediation.org.