Client information
Complaints Procedure
We are committed to providing a professional, impartial and high-quality mediation service. If something has not gone as it should, we want to hear about it — this page explains how to raise a concern and how it will be considered.
How to make a complaint
Please tell us what happened, when it happened and what you would like us to do. You can use our contact form and select “Make a complaint” as the enquiry type, or write to us using the contact details on this website.
If your complaint concerns a consumer ADR case, the process itself is governed by our Consumer ADR Terms and Conditions.
- We acknowledge complaints within
- 5 working days
- We give a written response normally within
- 21 working days
Who this procedure applies to
This procedure applies to complaints about the service provided by ProMediate (UK) Limited and to complaints about the conduct of a mediator appointed through our service. It is available to any party to a mediation, their representatives and anyone else who has dealt with us in connection with a mediation or an enquiry.
Complaints about service or conduct, and dissatisfaction with an outcome
A complaint under this procedure concerns the standard of our service or the conduct of a mediator — for example administration, communication, impartiality, or the way the mediation was conducted.
Mediation is a voluntary process in which the parties decide for themselves whether to settle and on what terms. A mediator does not decide the dispute and is not responsible for its outcome. Dissatisfaction with the outcome of a mediation, or with the terms a party chose to accept or decline, is not by itself a matter that can be investigated under this procedure. Where a complaint contains both elements, we will investigate the service or conduct issues and explain clearly what falls outside the procedure.
Stage 1 — Raising your complaint
In the first instance, please raise your concern with the mediator or with our office. Many matters can be resolved quickly and informally. If you would prefer to make a formal complaint straight away, or the matter is not resolved informally, please put your complaint in writing using the contact details on this website, marking it “Complaint”.
We will acknowledge your complaint in writing within 5 working days of receiving it, confirming who will be dealing with it and what will happen next.
Stage 2 — Investigation and written response
Your complaint will be investigated by a director or senior member of our team. We will review the relevant records and correspondence and, where appropriate, invite comments from the mediator and anyone else involved.
We will provide a full written response normally within 21 working days of acknowledging your complaint, setting out our findings, the reasons for them and any action we propose to take. If we need longer — for example because the matter is complex or a key person is unavailable — we will tell you why and give you a revised date.
Independent investigation of complaints about a mediator
Where a complaint concerns an individual mediator appointed through our service, the investigation will be carried out by a person who was not involved in the mediation and who has no personal or professional interest in its outcome. Where that is not possible internally, we will appoint a suitably experienced independent mediator or professional from outside ProMediate to investigate and report.
Internal review
If you are not satisfied with our response, you may ask, within 28 days of receiving it, for the complaint to be reviewed. The review will be carried out by a director who has not previously been involved in the matter or in the investigation. We will acknowledge the review request within 5 working days and provide a written review decision normally within 21 working days. The review decision concludes our internal procedure.
Confidentiality of the mediation
Complaints are handled in confidence and shared only with those who need to see them in order to investigate. The confidentiality and without prejudice status of the mediation itself is preserved so far as possible. Where a complaint cannot be fairly investigated without disclosing confidential material, we will discuss this with you and, where necessary, seek the consent of the other participants before proceeding.
Records
We keep a record of every complaint, the investigation, the outcome and any resulting changes to our practice. Complaint records are retained in accordance with our data retention policy and are reviewed annually as part of our quality assurance obligations as a registered provider.
Referring a complaint to the Civil Mediation Council
ProMediate (UK) Limited is a Civil Mediation Council Registered Mediation Provider. Where the complaint falls within the CMC's remit and our internal procedure has been exhausted, you may refer your complaint to the CMC if you remain dissatisfied. The CMC will normally only consider a complaint once the provider's own procedure has been completed and within the time limits set out in its published complaints scheme.
Full details are on the CMC complaints information page . Referring a complaint to the CMC does not affect any other legal rights you may have.
Last reviewed: August 2026
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