MA Complain Procedures

Before you make a formal complaint to the Mediation Assured, please check your Agreement with Meditation Assured that clearly states whether you are in a position to complain. The procedures are explained below.

In accordance with the CMC regulations, all complaints must be recorded and investigated. The complaint regarding a mediator must first be filed to the Mediations Assured.

  1. All complaints must be in writing including postal address details and/or email address details and send to postal address (link) or via e-mail to –  info@mediationassured.eu
  2. The acknowledgement of receipt will be delivered via post or email, in writing within 5 working days of the receipt date.
  3. All complaints will be investigated and responded to within 21 working days of the receipt date. In case the investigation requires a longer period of time, the complainant will immediately be notified of this in writing.
  4. To comply with the rules of impartiality, the investigation will be carried out by the independent mediator who is a member of the mediation’s panel not working for Mediations Assured.
  5. Any outcomes of the investigation, accepted by the complainant, are subjected to improvements and implementation within 3 to 6 months from the date of the completed procedure. The complainant will be notified of this in writing.

Appeals

In case that an outcome of the investigation is not accepted, the complainant can appeal to the CMC on certain grounds. Details of the CMC’s appeal processes can be found here: https://civilmediation.org/for-the-public/complaints/.