Questions, Comments or Praise

We'd be really pleased to hear from you with any feedback you have about the website or our service. And if you have any questions about mediation or ADR we'll do our best to answer them promptly and clearly. Just telephone or e-mail and our friendly staff will help you.

Complaints

Consensus Mediation is committed to achieving the highest standards of service at all times. However, in the unfortunate event of a serious complaint being made regarding the conduct of any of its panel members or staff, and in line the company’s customer care policy, it is important that these issues be handled swiftly and thoroughly. To this end Consensus has adopted the following procedure for addressing complaints:

  • Should you wish to complain about any aspect of the service that you have received from Consensus, or any of its representatives, your complaint should be put in writing and sent for the attention of Robin Bramley*, Director, Consensus Mediation Ltd, Trinity House, Church Walk, Preston PR4 6TY.
  • Upon receipt of the complaint, you will be contacted in writing and or by telephone within five working days.
  • Mr Bramley will initiate a thorough investigation of the complaint.*
  • A formal written response will be sent to you within 21 days of receipt of the complaint. In the unlikely event that it is not possible to meet this deadline then a written explanation as to the reason why this delay is necessary will be given within 21 days and a revised date given for a formal response
  • If your complaint concerns a mediator’s performance, we will attempt to help resolve any issues that arise. If your complaint is very serious, you may contact the professional body of the mediator concerned (e.g. The Law Society, Bar Council, RICS) or their mediator training body (e.g. CEDR, Academy of Experts, Chartered Institute of Arbitrators) who will take appropriate steps to help you.
  • If it is found that a member of our panel of mediators, member of staff or director has behaved in an improper, unprofessional or dishonourable manner, the board of directors (excluding any director complained about) reserve the right to decide what appropriate action is taken to resolve the matter and the complainant will be informed of that action in writing.
  • It is the responsibility of every mediator faced with a complaint to advise the parties that a complaints procedure exists.

* If the complaint is about him, please write to Maggie Kennedy, Director, at the same address.