Complaints procedures

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 1. Purpose

We are committed to providing a professional and high-quality mediation service. This Complaints Procedure explains how to raise a complaint, how it will be handled, and what options are available if you are not satisfied with the outcome.

2. How to Make a Complaint

Complaints should be made in writing and sent to David Roath at david@davidroath.com

To help us investigate, please include:

• Your name and contact details
• The date(s) of the mediation
• A clear description of your complaint
• Any relevant supporting documents
• The outcome you are seeking

3. Acknowledgement of Complaints

All complaints will be acknowledged in writing within 3 days of receipt.

4. Investigation and Response

All complaints will be investigated and responded to within 14 days of receipt.

Where a complaint is complex or additional time is required to complete the investigation, we will notify the complainant in writing within the 14-day period, explaining:

• why more time is needed, and
• when a full response can be expected.

5. Outcome of the Complaint

Our written response will normally include:

• a summary of the complaint
• details of the investigation carried out
• the findings and decision
• any actions taken or proposed (where appropriate)

6. Escalation to the Civil Mediation Council 

If you do not accept our final response, you may be able to appeal to the Civil Mediation Council (“CMC”) on certain grounds. Details of the grounds for appealing can be found in the CMC’s Complaint Guidance (please see website link below).

Details of the CMC’s appeal process, including eligibility and how to submit an appeal, can be found here: Civil Mediation Council Complaints Process: https://civilmediation.org/for-thepublic/complaints/

7. Records of Complaints

In line with professional requirements, Regulated Mediators must keep written records of any complaints received. These records will be retained in accordance with applicable professional standards and data protection requirements.

8. Confidentiality and Data Protection

All complaints will be handled confidentially. Personal data will be processed only for the purpose of managing and responding to the complaint, and in accordance with applicable data protection laws.