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Complaints Procedure for Flourish Mediation Ltd

 

1. Purpose of this Procedure


Flourish Mediation Ltd is committed to delivering a high standard of mediation services, and we hope you will have no cause for complaint.

 

This procedure explains how clients may raise concerns or complaints and how these will be handled fairly, promptly, and transparently in accordance with the standards of the Civil Mediation Council.

 

2. Who Can Make a Complaint?

Complaints may be made by:

  • Parties to a mediation;

  • Their legal representatives;

  • Any participant directly involved in the mediation process

 

3. Informal Resolution (Stage 1)

Where possible, concerns should first be raised informally with:

  • The mediator involved; or

  • Flourish Mediation Ltd administration

We will aim to resolve concerns quickly and informally within 7 days.

 

5. Formal Complaint (Stage 2)

If the matter is not resolved informally, a formal complaint should be submitted in writing.

How to Complain

Please provide:

  • Your name and contact details;

  • Details of the complaint;

  • Relevant dates and documentation;

  • The outcome you are seeking.

Submit to Flourish Mediation Ltd via email to: hello@flourishmediation.com

 

6. Acknowledgment

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

 

7. Investigation Process

  • A complaint handler (independent of the mediator concerned, where possible) will be appointed.

  • The complaint will be investigated fairly, impartially, and confidentially.

  • The mediator may be asked to respond.

  • Additional information may be requested from the complainant.

 

8. Outcome

We will aim to provide a written response within 21 working days of acknowledgment.

The response will include:

  • A summary of the complaint;

  • Findings of the investigation;

  • Any action taken or proposed;

  • Information about escalation options.

If more time is required, we will explain why and provide a revised timeframe.

 

9. Confidentiality

All complaints will be handled confidentially, subject to:

  • Legal obligations;

  • The need to investigate the complaint properly.

Mediation confidentiality will be respected in line with professional standards.

 

10. Possible Outcomes

Outcomes may include:

  • An explanation or clarification;

  • An apology;

  • Steps to improve services;

  • Disciplinary action where appropriate;

  • Referral to a regulatory body if required.

 

11. Escalation (Stage 3)

If you are dissatisfied with the outcome, you may refer your complaint to the Civil Mediation Council, provided the mediator is registered with them.

The CMC will consider complaints in line with its own procedures and may:

  • Review whether proper procedures were followed;

  • Consider breaches of the Code of Conduct;

  • Take regulatory action where appropriate.

 

12. Record Keeping

Flourish Mediation Ltd will:

  • Keep a record of all complaints;

  • Monitor trends to improve service quality;

  • Retain records in accordance with data protection requirements.

 

13. Review of Procedure

This procedure is reviewed periodically to ensure compliance with the standards of the Civil Mediation Council and best practice.

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Please Note: This Complaints Procedure only relates to mediation services. For coaching services, please contact Flourish Mediation directly.

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