---
title: Complaints Policy
description: Homepage
---
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[020 3355 1970](tel:02033551970) [Contact Us](https://www.trustmediation.org.uk/contact)
- About
- [About Trust ADR](https://www.trustmediation.org.uk/about-trust-adr)
- [Meet Our Expert Panel](https://www.trustmediation.org.uk/trust-mediation-panel)
- Services
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- [Mediation](https://www.trustmediation.org.uk/mediation)
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[Contact Us](https://www.trustmediation.org.uk/contact)
[020 3355 1970](tel:02033551970)
# Complaints Policy
## Aims
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](mailto:Registrar@TrustMediation.org.uk)
or write to:
The Registrar,
Trust Mediation, 80 Mount Street, Nottingham NG1 6HH
## What we need to know
- Your name and details of how to contact you, including email address and telephone number.
- Details of your complaint.
- What you would like to happen.
## What we will do for you
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/](https://civilmediation.org/for-the-public/complaints/)
You will not be treated any less favourably as a result of complaining about our services.
## Other Feedback
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.
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About
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- [Meet Our Expert Panel](https://www.trustmediation.org.uk/trust-mediation-panel)
Services
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- [Blog](https://www.trustmediation.org.uk/blog)
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- [Case Studies](https://trustmediation-5338016.hs-sites.com/blog/tag/case-studies)
Legal
- [Website Disclaimer](https://www.trustmediation.org.uk/website-disclaimer)
- [Complaints Policy](https://www.trustmediation.org.uk/complaints-policy)
- [Equality Diversity & Inclusion](https://www.trustmediation.org.uk/hubfs/Equality-Diversity-and-Inclusion-Policy-Feb-25.pdf)
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