Complaints Procedure

Samuel Mediation Services aims to provide a high-quality mediation, dispute resolution service and experience, by those who are qualified and insured. We appreciate that there are occasions when complaints can arise and so in the event of a complaint against us the below procedure should be adopted to deal with any complaint, quickly, efficiently and confidentially. 

Initially any complaint should be raised directly in writing with the person who dealt with your case, whereby the matter can hopefully be resolved quickly and informally. It should be referred to the Director (Michelle Samuel) who will acknowledge the complaint within 5 working days of receipt, and investigate the matter, providing the complainant with a formal response in writing within 21 working days.

If the Director is the subject of the complaint, the Director will confirm receipt of the complaint within 5 working days of receipt. At this point another mediator will investigate the complaint and respond to the complainant within 21 working days of receipt.

If you are still not satisfied with the response to the complaint then you can contact the Civil Mediation Council at https://civilmediation.org/for-the-public/complaints/

A written record of all complaints received will be kept.