Complaints Procedure
Last updated: 13 July 2026
Our commitment
Clear Mediation is committed to providing a professional, fair and high-quality mediation service.
If you are dissatisfied with any aspect of the service you have received, we welcome the opportunity to understand your concerns and resolve them promptly, fairly and respectfully.
How to make a complaint
If you wish to make a complaint, please contact us in writing by email, setting out the nature of your concerns and any relevant information.
Email: hello@clearmediation.co.uk
What happens next?
Once we receive your complaint, we will:
acknowledge receipt within 48 hours
explain how your complaint will be investigated
let you know when you can expect a response.
We aim to provide a full written response within 14 days of receiving your complaint.
If additional time is required, we will explain why and keep you informed of progress.
Investigation
Complaints will be considered fairly and impartially.
Where appropriate, the investigation may be carried out by someone other than the mediator who was involved in the matter.
Confidentiality
Any investigation will respect the confidentiality obligations that apply to the mediation process.
Information will only be considered and disclosed where appropriate for the purposes of investigating the complaint or where required by law.
If you remain dissatisfied
If you are not satisfied with our final response, you may, in certain circumstances, be able to refer your complaint to the Civil Mediation Council (CMC) after you have completed our complaints process.
Further information about the CMC complaints procedure is available at:
https://civilmediation.org/for-the-public/complaints
Contact us
If you have any questions about this Complaints Procedure, please contact:
Clear Mediation
Email: hello@clearmediation.co.uk
Telephone: +44 (0)161 518 3330