Complaints Procedure
We hope you have no cause for complaint, however, I recognise that sometimes things may not go as smoothly as we would have liked. If you are unhappy with the service that you have received from us, we are anxious to know about it.
How to complain
During the mediation: please raise the issue with the mediator as soon as possible so that the problem can be dealt with straight away.
After mediation: please communicate your experience in writing by email to aisel@aiselmediation.co.uk.
The investigation will be carried out by somebody other than the mediator that the complaint relates to.
Your complaint will be acknowledged in writing within 5 working days of receipt. The complaint will be investigated and responded to within 21 working days of receipt. On occasion, further time may be required, in which case you will be notified of this in writing.
If you wish to take your complaint further
I hope that we can resolve things to your satisfaction; however, if you are still unhappy and wish to take your complaint further to an external body, then the Civil Mediation Council (CMC) operates a final stage complaint procedure. Details of the CMC’s appeal processes can be found on their website.
The Civil Mediation Council
100 St Paul’s Churchyard
Third Floor
London
EC4M 8BU
Telephone: 01707 594 104
All complaints are handled sensitively and as confidentially as possible. Please avoid including unnecessary personal data in your email, and share only what is needed to investigate the issue.