Feedback & Complaints

I am committed to providing a professional, fair and respectful mediation service. If you are unhappy with any aspect of my service, I encourage you to raise it so that I can try to resolve it promptly.

How to raise a concern or complaint

In the first instance, please contact me in writing (by email or via the Contact page) setting out:

• Your name and contact details.
• The nature of your concern or complaint.
• When the issue arose and any steps already taken to address it.

I will acknowledge your complaint within 7 days of receipt and aim to provide a full response within 21 days. If I need more time (for example, because further information is required), I will let you know and explain the reason for any delay.

What I will do

• Review your complaint and any relevant documents.
• Where appropriate, offer to discuss your concerns with you.
• Provide a written response setting out my findings and any proposed steps to address the issue.

If you remain dissatisfied

At the conclusion of the complaints-handling process, if you are not satisfied with my response, you may, in certain circumstances, be able to refer the matter to the Civil Mediation Council (CMC). Such referrals are considered having regard to whether the matters raised could amount to Serious Professional Misconduct and could thereby meet the requisite high threshold of seriousness. Please note that, as a CMC referral relates only to matters which could give rise to Serious Professional Misconduct, this is not a route to compensation, redress, or resolution, and cannot be used to appeal, change, or otherwise alter or overrule the outcome of a CHP. Further information is available at: www.civilmediation.org/concerns.

For clients in the UAE, you may also have the option to raise concerns with relevant local bodies or courts, depending on the nature of the mediation and any court‑connected schemes involved. I will provide information about any applicable local escalation routes if requested.

I take all feedback seriously and use it to improve the services I provide.