Complaints Policy

1. Purpose

We are committed to providing a high standard of mediation services. If you are dissatisfied with any aspect of our mediation service, you may raise a complaint. This Complaints Procedure sets out how complaints may be made, how we will deal with them, and how you may appeal if you are not satisfied with our response.

This procedure meets the Civil Mediation Council’s Minimum Standards for Complaints Procedures (1 February 2021).

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2. Scope

This procedure applies to complaints made by a mediation participant, former participant, or other eligible person about the mediator or provider’s conduct, or the service provided. Complaints should relate to mediation services delivered by us.

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3. Accessibility

This complaints procedure is publicly available and easily found (e.g. on our website or in our mediation agreement). We provide this information at the outset of the mediation (when the mediator is appointed).

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4. Making a Complaint

Please submit your complaint in writing to marianne@calmwatersmediation.co.uk . Include as much information as possible: your name, contact details, the date(s) of mediation, name(s) of mediator(s), the matter in dispute, and what outcome you would like.

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5. Acknowledgement

We will acknowledge your complaint in writing within 5 working days of receipt.

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6. Investigation & Response

We will investigate your complaint and provide you with a full written response within 21 working days of receipt. If the investigation requires more time (for example due to complexity or gathering evidence), we will notify you in writing of the delay, the reason, and the expected date for response. For Registered Mediation Providers, any investigation will be carried out by someone other than the mediator who is the subject of the complaint.

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7. Record Keeping

We will keep written records of all complaints received, the investigation, and outcomes. These records will be held for a minimum of 3–5 years.

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8. Appeal / Further Review

If you are not satisfied with our response, there is an appeal process: you may refer the complaint to the Civil Mediation Council (CMC). The referral should be made within one month of the conclusion of our process, and in any event within six months of the events giving rise to the complaint. Complaints referred outside those time‑limits may only be accepted at the discretion of the CMC.

Details of how to make a referral / appeal to the CMC are available on their website: https://civilmediation.org/for‑the‑public/complaints/

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9. Confidentiality

All complaints will be handled in confidence to the extent possible, subject to legal obligations and the need to investigate properly. Any information you provide, plus any related documents, may need to be shared with the other party (mediator or provider), and with CMC if the matter is referred.

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10. Time Limits

Complaints should be made as soon as reasonably possible after the event(s) giving rise to the complaint. For CMC referrals: within one month of completion of your complaint with us, and in any event within six months of the event(s).

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11. Outcome

The response will include whether the complaint is upheld or not, findings of the investigation, reasons for the decision, and any remedial action we will take (if applicable). If upheld, we will offer to remedy the issue(s) where possible.