COMPLAINTS HANDLING PROCEDURE

COMPLAINTS HANDLING POLICY

We are committed to providing a high-quality mediation service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, in the first instance please contact us with the details: 

R19 MEDIATION
85 Great Portland Street
First Floor
LONDON
W1W 7LT
United Kingdom

We have eight weeks to consider your complaint. 

What will happen next? 

1. We will send you a letter acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure. 

2. We will then investigate your complaint and respond within 21 working days.  This will normally involve passing your complaint to someone other than the mediator such as our client care director who will review your matter file and speak to the member of staff who acted for you.  The procedure may specify that on occasions further time may be required, in which case the complainant should be notified of this in writing.

3. You may then be invited to a meeting to discuss and hopefully resolve your complaint.  This will normally be within 21 working days of sending you the acknowledgement letter. 

4. Within three days of the meeting, we will write to you to confirm what took place and any solutions that have been agreed with you. 

5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.  

6. At this stage, if you are still not satisfied, you should contact us again and we may suggest for a mediator unconnected with the firm to review the matter for mediation which will occur within a reasonable period of time.

7. We will write to you within 21 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. 

8. If you are still not satisfied, you can you may be able to appeal to the CMC on certain grounds via this link:

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