Complaints Procedure

1. Our Commitment

This complaints handling process is designed to ensure that any concerns about our mediation services are dealt with fairly, promptly, transparently, and in line with Civil Mediation Council expectations. We are committed to maintaining high professional standards and to learning from feedback so we can continually improve our practice.

2. What You Can Complain About

We will consider complaints relating to:

• The conduct or professionalism of a mediator.
• The administration or delivery of our mediation service.
• Alleged breaches of the Civil Mediation Council Code of Practice.
• Accessibility, communication, or procedural concerns.
• Behaviour that may undermine confidence in the mediation process.

We cannot consider complaints about the outcome of a mediation, the content of a settlement agreement, matters that are for legal proceedings, or issues unrelated to our mediation service.

3. How to Make a Complaint

Please submit your complaint in writing by email and include:

• Your name and contact details.
• The mediator or service involved.
• A clear description of the issue.
• Relevant dates and any supporting evidence.
• The outcome you would like us to consider.

Complaints should normally be made within 3 months of the issue arising. In the first instance, please send your complaint to:

4. Our Internal Complaints Process

Stage 1: Acknowledgement

We will acknowledge your complaint in writing within 5 working days of receipt. We will confirm who is handling it and outline the next steps.

Stage 2: Investigation

Your complaint will be investigated by reviewing the complaint, gathering relevant information, and assessing the matter against our professional obligations, including the Civil Mediation Council Code of Practice where relevant. We aim to complete investigations within 28 working days.

Stage 3: Response

You will receive a written response setting out:

• A summary of the complaint.
• Our findings.
• Any actions or resolution proposed.
• Your escalation rights if you remain dissatisfied.

Stage 4: Escalation

If you remain dissatisfied after our internal complaints process has concluded, you may escalate your complaint to the Civil Mediation Council Complaints Resolution Service.

5. External Escalation

If you remain dissatisfied after completing our internal process, external escalation may be available.

Civil Mediation Council (CMC)

The Civil Mediation Council sets standards for mediation practice in England and Wales. If applicable, you may raise your complaint through the CMC after our internal procedure has been completed.

Website: civilmediation.org

Independent Advice

You may also wish to seek independent advice about any other remedies that may be available to you.

6. Confidentiality

Complaints are handled in accordance with mediation confidentiality, data protection law, and Civil Mediation Council requirements. Information will only be shared with those who need to be involved in investigating and resolving the complaint. Complaints data is stored securely and retained in accordance with our Privacy Policy.

7. Learning from Complaints

We review complaints to identify improvements, enhance training, and strengthen our procedures. Feedback is used to help us improve the quality and consistency of our mediation service.

8. Contact

If you have any questions about this complaints procedure, please contact us:

Harding Property Mediation
Companies House registration number: 17171069
Email: [email protected]
Or use our contact form.