Complaints procedure:

We welcome your comments and feedback so that we can continue to provide good services. 

If you are unhappy with any aspect of the service we provide we want resolve this quickly and professionally.


What do you do if you have a complaint?

 

Raise it with the person you are dealing with, either verbally or in writing. If the matter cannot be resolved immediately you can refer it to a Director of the company for further investigation.

You can contact us by email, telephone, or by letter, If you wish to send a letter please address it to SCL-Mediation, 49 Station Road,
Polegate, East Sussex, BN26 6EA

The Director dealing with your complaint will respond within 5 working days, either with a resolution or to explain that more time is needed. The Director will speak with you once the investigation is finalised and will share any findings and actions taken with you. These will be confirmed in writing within 21 working days. If the investigation cannot be completed with 21 working days you will be informed of the delay and the reason for it, and of the anticipated completion date.

 

If the complaint relates to a Director of the company and it cannot be resolved immediately, or if you are still unsatisfied with the outcome of your complaint, we will refer the matter to an independent experienced and qualified mediator from another practice. The cost of the referral will be borne by SCL-Mediation, and the independent mediator will communicate with you directly and in confidence. The independent mediator will provide both you and SCL-Mediation with any findings and recommendations. Every effort will be made to complete this process within 21 working days of the referral.

 

 

If you are still unhappy with the outcome you can ask the Civil Mediation Council to review and investigate further. The CMC complaints procedure can be found at

https://civilmediation.org/for-the-public/complaints/

 

Call:

+44(0)7753 177120

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