We sincerely hope you have no cause to complain. If however you are unhappy with the service you receive from us we are anxious to know about it. We value the trouble you may take to explain why you are dissatisfied and we will investigate the complaints made againts the service provided.

How to complain 

1. Please raise the issue in mediation if possible, so your mediator can deal with the problem straight away. 

 

2. You can also raise a complaint after mediation. Simply call, write or email us, telling us about your experience. All complaints should be addressed to:  Serena Coad. Email: serena@serenacoad.com Telephone: 07872 316 747.

 

3. We will acknowledge your complaint within 5 working days of receipt. 

 

4. A full review will be undertaken and responded to within 21 working days of receipt.  On occasion, further time may be required, in which case the complainant will be notified in writing. The investigation will be carried out by somebody other than the Mediator the complaint relates to.

 

5. If the response is not accepted the complainant can appeal to the CMC on certain grounds and provide details of how to do this. 

We hope you will have no cause to complain, but if you do, we hope you will tell us as soon as possible to enable us to resolve things to your satisfaction. In the event you are still unhappy and wish to take your complaint further to an external body please contact: 

 

Details of the CMC's appeal processes can be found at https://civilmediation.org/for-the-public/complaints/

 

To comply with the EU ADR Directive we are required to sign-post you to an approved Certified ADR provider, we suggest: Ombudsman Services Ltd, 3300 Daresbury Park, Warrington, Cheshire, WA4 4HS. Registered in England & Wales. No. 4351294

 

This does not mean you or we are obliged to use ADR or this provider, but you have been informed of an approved certified ADR provider.

We are also obliged to sign-post you to the link for the ODR (online dispute resolution) platform – http://ec.europa.eu/odr New paragraph