Kellett Mediation Complaints Procedure

I aim to provide the best mediation service that is timely, effective and efficient and compliant with the highest professional standards. I aim to comply with the European Code of Conduct for Mediators (please click here for the Code). If you feel that I have fallen from that standard I would prefer it if we could try to resolve the matter.

If you do feel that you need to make a complaint would you please e-mail me or write to the address on the contact page. If you prefer to speak I will summarise our conversation in writing and ask you to confirm that it reflects your complaint. I will acknowledge your complaint in writing within 1 working day. I will respond to your complaint within 5 working days or request further information and respond within 5 days of receiving that further information.

I would then prefer to discuss the matter with you to try to reach a resolution. If we cannot do so I will arrange for the complaint to be investigated and responded to by another mediator. The investigation and response will be completed within 21 days of your complaint.

I maintain a complaints register and will record your complaint in that register.

If you remain unhappy with the response you may refer the complaint to the Civil Mediation Council by clicking on this link – CMC Complaints.