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Complaint Procedures

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 some occasions further time may be required, in which case you will be notified in writing.

The investigation will be carried out by a nominated representative.

We will notify you of the procedures and time frame in our client care letter which you should receive at the start of representation.

If our response to your complaint is not satisfactory or not acceptable , you can appeal to the CMC on the grounds as follows.

A complaint may be made against a Regulated Mediator (i.e. CMC Associate, Registered or Fellow) on the grounds that they no longer meet the requirements for Regulation (Rule 1 (i)); and/or they are not a fit and proper person to hold Regulated status (Rule 1 (ii)).

A complaint may be made against a Registered Provider on the grounds that it no longer meets the requirements for Registration (Rule 3 (i); and/or the service provided by the Provider does not meet generally acceptable standards (Rule 3 (ii)).

A complaint may be made against an organisation which offers a Registered Training Course on the ground that it no longer meets the requirements for Registration (Rule 5).

A complaint may be made against any Member of the CMC (whether an Individual or Organisation, and whether Registered or not) on the grounds that they have brought the CMC or the mediation profession or the mediation process into disrepute (Rule 6).

Complaints will be dealt with in accordance with the procedures adopted by the Complaints and Discipline Committee of the CMC from time to time. A copy of the Rules is available on request from the Secretariat.

All communications must be made in writing, but in its absolute discretion the CMC may also accept oral representations from the parties.

The determination of a complaint by the CMC and any disciplinary measures imposed are final and no further appeal will be entertained.

The CMC will progress your complaint with due diligence and in most cases provide a final determination within 6 months of receipt of the complaint.