JWF Mediation is committed to delivering an excellent service. We believe that people accessing our mediation service have the right to expect high standards. We also ask for feedback from those using our services to ensure that we are continually learning from the work that we do and developing it further.
If people are not happy with the services we deliver…. when this happens we want to know about it so that we can try to resolve problems and learn from them in order to make our service better.
Should you wish to make a complaint about a service JWF Mediation has provided, either formal or informal in nature, please email in the first instance to:
Complaints should be made asap and normally within 60 days of the event you are complaining about.
Complaints received will be acknowledged within 5 working days, initially by email or in writing. All complaints will be investigated and responded to within 21 working days of receipt. On occasion, further time may be required, in which case the complainant will be notified of this in writing.
Following submission of a complaint we may arrange to meet with you in person or talk with you over the phone.
If you are dissatisfied with the response, you should contact us in writing within 10 working days to help us to understand why. If after a further follow up from JWF Mediation you are still dissatisfied, a complainant can appeal to the CMC on certain grounds. (for Civil or Commercial mediations). Details of the CMC’s appeal processes can be found here:
JWF Mediation will maintain records of all written complaints received and any records related to a complaint for a period of between two and five years following the resolution or conclusion of the complaint.