Complaints Policy

Adept Dispute Resolution Ltd., trading as Adept Mediation, is committed to maintaining high professional standards. We will investigate any and all complaints made against the company and mediators appointed on its behalf.

Details of our complaints policy is made available to all mediation participants.

Any complaint will be acknowledged in writing within five working days of receipt.

All complaints will be investigated and responded to within 21 working days of receipt.

On occasion, further time may be required to investigate the complaint, in which case the complainant will be notified of this in writing.

Complaints must be brought to us within three months of the last meeting with a mediator or other representative of Adept Dispute Resolution Ltd, trading as Adept Mediation. Complaints that are brought to us more than three months later will not be reviewed.

You can make a complaint by emailing ch@adeptmediation.com

In any complaint, please include:

• Your full name and contact details

• Details of the nature of your complaint

• What you hope to achieve as a result of your complaint

It is our hope that we will be able to satisfactorily resolve any complaint brought to us.

However, if the complainant is not satisfied with our response, the complainant may be able to undergo a complaints process with the Civil Mediation Council (CMC) or the Family Mediation Standards Board (FMSB) on certain grounds.

Information on the CMC’s complaints process can be found here: Complaints Process FAQ — Civil Mediation

Information on the FMSB’s complaints process can be found here: Complaints About Mediators - Family Mediation Council

Written records of any complaints received will be held for a period of six years.

With regard to family mediation cases:

For the avoidance of doubt, it is common practice for mediators to contact potential mediation participants after seeing one party. Contact in this way will not be considered as valid grounds for complaint, unless there are professional conduct issues or other potential breaches of policy and procedure which may need to be investigated.

It is also common practice for mediators to sign court forms to say that one person has attended a Mediation Information and Assessment Meeting (MIAM) without notifying another potential party to mediation or inviting them to attend a MIAM. Likewise, this will not be considered as valid grounds for complaint, unless there are professional conduct issues or other potential breaches of policy and procedure which may need to be investigated.

Adept Mediation is a trading name of Adept Dispute Resolution Ltd., registered in England and Wales under company no. 15585418.
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom.