Mediation at Work’s internal complaints procedure

At Mediation at Work we want to provide the best possible service to all our service users, but we realise that occasionally things do go wrong.

When our service doesn’t reach the high standards we are aiming for, we want to know about it so that we can put things right. To help you let us know about such cases, we have a simple complaints procedure that is easy to use.

How to make a complaint

Step 1

Tell us that you are not satisfied.  You can do this by phoning, sending e-mail or writing to our office.  You will receive a response within three working days.  In most cases, we will be able to resolve your complaint at this stage.

Step 2

If you are not happy with the outcome of Step 1, you can make a formal complaint by writing to us at our office address (PO Box 272, Bristol BS99 1RN).  One of our directors will contact you to discuss your complaint with you and to agree a process and timetable to attempt to resolve it.  You will receive a written response at the end of this process.

Step 3

If you are not happy with the outcome of Step 2, your can appeal by writing to Mediation at Work’s Board of Directors at the same address.  The Directors will appoint an independent mediator acceptable to you to attempt to resolve the issue through formal mediation.

If Mediation at Work’s internal complaints procedure fails to achieve an acceptable outcome, we would ask you to contact the Civil Mediation Council’s Workplace Mediation Scheme.  The scheme can be contacted through their web site at http://www.cmcregistered.org