Complaints Procedure

We hope that you will have no cause to complain. However, should you be unhappy with the service you receive, we wish to know and see if we can put it right.

How to complain

  1. Please raise the issue in mediation if possible, so your mediator(s) can deal with the problem straight away.
  2. You can also raise a complaint after mediation. Simply call, write or email us, telling us about your experience. All complaints should be addressed to Anita Craig, telephone: 01782 360028 email:, unless Anita Craig was your mediator. If Anita was your mediator, please address all complaints to Edward Palmer, telephone 01782 360021, email:
  3. We will acknowledge your complaint within 10 working days.
  4. A full review will be undertaken and the mediator concerned will explain their understanding of the situation.
  5. A full response will be sent to you within 20 working days.

In the event you are still unhappy and wish to take your complaint further to an external body then the position differs according to which type of mediation we have provided to you:

Family Mediation: Family Mediation Council

All other types of Mediation: The Civil Mediation Council Ltd., The International dispute Resolution Centre, 70 Fleet Street, London EC4Y 1EU

To comply with the EU ADR Directive we are required to sign-post you to an approved Certified ADR provider and we would recommend the Small Claims Mediation (UK) Ltd., 33 Leicester Road, Blaby, Leicester, LE8 4GR. You do not have to use ADR or this provider, but you have been informed of an approved certified ADR provider.

We are also obliged to sign-post you to the link for the ODR (online dispute resolution) platform –