Complaints Procedure

In the first instance, please feel free to air any complaint verbally, if you wish. We may be able to put matters right straight away. If you do not receive satisfaction, please write to: andrew@simsmediation.com, providing:

  • Your name, address and other contact details.
  • A clear description of your concerns or complaint.
  • Your ideas about what you would like done to put it right.
  • Copies of all relevant letters or other documents.

All complaints will be acknowledged in writing within 5 working days of receipt. All complaints will be investigated and responded to within 21 working days of receipt. If further time is required to complete our investigation we will notify you of this in writing.

Any investigation carried out will conducted by somebody other than the mediator to which the complaint relates. In the event that you remain dissatisfied with any aspect of our handling of your complaint, then you can appeal to the Civil Mediation Council on certain grounds. Details of the CMC's appeal processes can be found here: https://civilmediation.org/for-the-public/complaints/

We will keep written records of any complaints received.

MAY 2021