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Complaints Policy

How we handle complaints & concerns

We want you to be completely satisfied with our services. However, if for any reason you are not satisfied, we want to address it and put things right.

Here is what you can expect from us if you wish to make a complaint or raise a concern:


Filing a complaint

Please feel free to contact us to discuss your concerns, as we hope to resolve any issues informally.

If you wish to file a formal written complaint, this can be done via email to

We will acknowledge having received your complaint within 5 working days of receipt of your email.

We will investigate and respond in writing as soon as possible, and no later than 21 working days from the receipt of your complaint.


Investigation of your complaint

If your complaint relates to a member of our team, our investigation into your complaint will be carried out by someone other than that person.

If the nature of your complaint makes it necessary, we may engage an external investigator to carry out the investigation and report on their findings.

This complaints procedure and any investigation will take into account any confidentiality provisions governing the engagement with us, or any Mediation Agreement that is binding upon us.


External mediation

If appropriate, we may engage an external mediator to help resolve your complaint.


How to appeal the outcome to your complaint

You should receive a written response to your complaint within 21 working days from our receipt of your complaint.

If you are not satisfied with our response to your complaint, you can:

  • File an appeal in writing to within 5 working days of receipt of our decision on your complaint.

  • For complaints relating to our mediation services, you can appeal to the Civil Mediation Council (CMC) on certain grounds, and this is set out in the CMC complaints procedure

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