Vantage Mediation Complaints Procedure

At Vantage Mediation, we are committed to providing a high standard of service. However, if you are dissatisfied with any aspect of our service, we encourage you to raise your concerns so that we can address them fairly and efficiently.

1. Acknowledgment of Complaints

All complaints will be acknowledged in writing within five (5) working days of receipt.

2. Investigation and Response

We will investigate and provide a written response to all complaints within twenty-one (21) working days of receipt. If further time is required to conduct a thorough investigation, we will notify the complainant in writing, explaining the reason for the delay and providing a revised timeline.

3. Independent Investigation

If the complaint relates to a specific mediator and the case involves a Registered Mediation Provider, the investigation will be carried out by a different individual to ensure impartiality.

4. Appeals Process

If you are not satisfied with our response, you may request a review of the decision within ten (10) working days of receiving our response. We will acknowledge the appeal within five (5) working days and provide a final response within twenty-one (21) working days of receiving the appeal.

5. Record-Keeping

As a Regulated Mediator or Registered Mediation Provider, we are required to maintain written records of all complaints received. These records will be retained in accordance with regulatory requirements.

We value your feedback and are committed to resolving complaints in a fair and transparent manner. If you have any concerns, please contact us at Jason_edwards@hotmail.com

6 Civil Mediation Council

If the response 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/