Complaints Policy

Trust Mediation aims to provide a responsive and timely service to all our clients.

We will:

• treat all complaints seriously and deal with them properly;
• resolve complaints promptly; and
• learn from complaints and take action to improve our service.

If you feel that you have cause for complaint or wish to raise any issue with us, please email both Registrar@TrustMediation.org.uk

or write to:

The Registrar,
Trust Mediation, 80 Mount Street, Nottingham NG1 6HH

We will:

• Acknowledge the receipt of your complaint within 5 working days with an indication of how long it will take to send you a detailed response. (If you do not receive an acknowledgement within this timeframe please contact us in case it has not been received.)
• Investigate your complaint carefully and thoroughly. The investigation will be carried out by somebody other than the mediator that the complaint relates to.
• Write to you with a full reply within 14 working days (occasionally we may need longer than this but this will be indicated in the acknowledgment letter).
• Should you not be satisfied with the response, the matter will be referred to a director of Trust Mediation to be considered further and may include a meeting with all concerned parties in an effort to reach a satisfactory conclusion.
• Should you not accept this further response you can appeal to the Civil Mediation Council on certain grounds. To do this please visit https://civilmediation.org/for-the-public/complaints/

You will not be treated any less favourably as a result of complaining about our services.

We would also encourage you to provide us with compliments and feedback if we have exceeded expectations so that we can pass this on to the person/ team involved and learn from things we are doing right as well as from our mistakes.

With your consent we would like to provide a testimonial if you are happy with our services. All steps will be taken to maintain confidentiality where required.