Mediation complaints procedure

A complaint is an expression of dissatisfaction with the service provided by Sally Eden acting as a mediator.

Complaints may be made by mediation clients, including persons attending mediation information and assessment meetings or other initial consultations face to face or by phone, and others directly affected by or disadvantaged by the mediation process supplied by Sally Eden.

1. Any complaint should be made in writing and emailed to seden@rileyemerson.co.uk

2. All complaints will be acknowledged in writing within 5 working days of receipt
3. All complaints will be investigated and responded to within 21 working days of receipt

4. The complainant will be notified in writing if further time is needed to investigate the complaint

5. A written record of all complaints will be kept