COMPLAINTS POLICY

Introduction

This Complaints Policy outlines the procedures for raising and resolving complaints relating to civil and commercial mediation services provided by Paul Berwin,  an accredited mediator operating in the United Kingdom. The policy is intended to meet the requirements of the Civil Mediation Council (CMC) and to demonstrate a commitment to providing a high standard of service and addressing concerns fairly and promptly.

1. Scope

This policy applies to all clients, participants, instructing solicitors, and any other individuals who have engaged with the mediation services of Paul Berwin. It covers complaints about the standard of service, conduct, or administration of the mediation process.

2. Making a Complaint

Informal Resolution: If you are dissatisfied with any aspect of the service, you are encouraged to raise the matter informally with the mediator as soon as possible. Many issues can be resolved quickly and amicably at this stage.

Formal Complaint: If the issue is not resolved informally or you wish to make a formal complaint, please submit your complaint in writing by email or letter to Paul@paulberwinmediation.co.uk. Please include:

• Your name and contact details
• Details of the mediation (date, parties involved, etc.)
• Full details of your complaint, including any relevant documents
• The outcome you are seeking
• Timeframe: Complaints should be made as soon as possible and, in any event, within three months of the event or circumstances giving rise to the complaint.

3. Acknowledgement and Investigation

• Acknowledgement: Your complaint will be acknowledged in writing within five working days of receipt.
• Investigation: The mediator will investigate your complaint thoroughly and impartially. In the case of complaint which the mediator is unable to resolve,  they will consider appointing an independent person (for example, another CMC-registered mediator) to review the complaint.
• Response: A written response will be provided within 21 working days of acknowledging your complaint. If this is not possible, you will be advised of the reasons for the delay and given an estimated response date.

4. Outcome and Remedies

The response will set out the findings of the investigation and any proposed remedies, which may include an apology, an explanation, corrective action, or, in rare cases, a refund or reduction of fees.

5. Escalation to the Civil Mediation Council

If you remain dissatisfied after the mediation practice’s final response, you may refer your complaint to the Civil Mediation Council (CMC) for review at secretariat@civilmediation.org , provided your complaint falls within the CMC’s scope. 

6. Confidentiality

All complaints will be handled in accordance with the confidentiality requirements of the mediation process, except where disclosure is necessary for investigating the complaint or required by law or the CMC.

7. Record Keeping

A record of all complaints, investigations, and outcomes will be maintained for at least six years in accordance with CMC requirements and data protection law.

8. Review of Policy

This policy will be reviewed regularly and updated as necessary to ensure continued compliance with the Civil Mediation Council’s requirements.

Contact Details

For all complaints or further information, please contact:

Paul Berwin

Paul@paulberwinmediation.co.uk