We are committed to providing all our clients and customers with a professional and exceptional service from start to finish. If this has not been your experience and you wish to formally notify us then we will be receptive to any complaint and will consider it in detail and with the seriousness it merits. We will respond to any complaint promptly. Any complaint will be treated confidentially and will not affect our future service to you. We will always take any complaint, form of feedback, or informal comment into account to improve our service in the future.
In the first instance, if appropriate, please raise any complaint or concern with the mediator who handled your case. We find that an informal discussion over the telephone or in person is often the best way to deal with complaints. There may be a simple and quick solution available that could immediately rectify the situation. Should you remain dissatisfied after discussing the matter, or if you prefer to write, please write to Ian Stone directly with full details. Please include:-
• Your name
• The name of the party / parties on the other side of any mediation
• The date of any mediation that has taken place or is booked.
• Your contact telephone number (even if you have already provided one) to make sure that we have a record of it should we need to contact you urgently for any reason.
Email: [email protected]
If writing is not an appropriate form of communicating for you, you may use the telephone number provided for Ian Stone who will be more than happy to discuss your complaint on the phone and listen to you:-
07708 956 936
Upon receiving any complaint in writing, either the individual mediator or Ian Stone will acknowledge your complaint within five working days. The complaint will be investigated fully and in detail. We may need to contact you for further information. Thereafter, a written response will be provided within ten working days, unless a short extension of that time period is required, in which case we will discuss that with you.
If you are not satisfied with our response, or if the complaint is regarding Ian Stone directly, you may refer your complaint to the Registrar at the Civil Mediation Council:
Tel: 020 7353 3227
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 or team involved and learn from things we are doing right as well as from our mistakes.