Complaints about ProMediate mediation or ADR services

ProMediate Complaints Procedure

We always strive for excellence in mediation but sometimes things can go wrong.

Please address all complaints regarding mediation to enquiries@promediate.co.uk or write to ProMediate Brow Farm Top Road Frodsham WA6 6SP marked for the attention of the complaints officer, Peter Causton.

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. On occasions further time may be required, in which case the complainant will be notified of this in writing.

The investigation will be carried out by somebody other than the mediator that the complaint relates to.

If you are dissatisfied with the decision on the complaint then you may ask for a review and the decision will be reviewed and a response provided within 21 days.

If the response is not accepted the complainant can appeal to the Civil Mediation Council on certain grounds, and details of how to do this can be found here: https://civilmediation.org/for-the-public/complaints/