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Complaints Process

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ProMediate is a member of the Civil Mediation Council and in case of any complaints, we seek to resolve these ourselves in the first instance. The procedure is for the complainant to put their complaint in writing and Promediate will respond within 7 days. 

ProMediate is registered with the Information Commissioner’s Office for data protection purposes.

Should we be unable to resolve any disputes, we refer complaints to the CMC Complaints Resolution Service and/or an accredited ADR provider, Small Claims Mediation.

From 15 February 2016 you may also complain via the EU Platform http://ec.europa.eu.odr

CIVIL MEDIATION COUNCIL. MEMBERS’ COMPLAINTS RESOLUTION SERVICE

1. The CMC has a panel of 20 mediators who have each conducted at least 20 mediations who are prepared to work on a fixed fee basis to resolve complaints. The list is maintained by the CMC’s Registrar registrar@civilmediation.org and is both regionally and mediation organisation diverse to avoid the risk of conflict – and to minimise travel costs.

2. The procedure for using the scheme is that either the member, or the client of the member, should contact the Registrar who will establish (1) that the complaint is about a member; and (2) that the complaint has been through and exhausted the member’s own complaints process.

3. The Registrar will then contact the other disputant to confirm that they are willing to use the CMC’s Complaints Resolution Service. If so, the disputants will be sent a standard agreement to mediate and once it has been completed will conduct a basic conflict check before choosing three candidate names from the panel.

4. These candidates will be asked by the Registrar whether they have any objection to being offered as mediators under the scheme to the matter involving the member. If they do not then they will be put forward to the disputants for a choice to be made.

5. In default of agreement by the disputants, then provided the disputants wish to continue to use the scheme, the Registrar will forward three further and similarly checked names to the Chair of the CMC for an appointment to be made.

6. Once the mediator has been appointed, the Registrar will agree a date, time, and a venue and the matter will proceed in the normal way. The disputants will bear the cost of the venue (if any) and any travel, each paying half. The mediation will be limited to two hours.

7. To use this service, please contact by email the Registrar at registrar@civilmediation.org.

ADR Directive Provider

8. Alternatively, in accordance with the ADR Directive, in the case of any dispute, Promediate will refer the complaint to Small Claims Mediation Limited for resolution through its panel of accredited mediators through online or telephone mediation.

9.  ProMediate is obliged to refer complainants also to the EU ODR Platform http://ec.europa.eu.odr

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