Truce Mediation aims to give all clients a good service at all times. However, in the event that you are not satisfied with the service from us, please contact us as soon as possible by email at enquiries@trucemediation.co.uk detailing:
All complaints will be acknowledged by email within 5 working days of receipt.
Within 14 days of our acknowledgment, we will respond full to your complaint. On occasions further time may be required, in which case you will be notified of this in writing.
Within our response we will set out:
If you are not satisfied with the outcome of your complaint, you may refer the matter to the Civil Mediation Council (CMC). This must be done within one month of conclusion of consideration of the complaint by the mediator or provider and in any event within 6 months of the events giving rise to the complaint. Complaints received outside these time limits will only be accepted at the discretion of the CMC. All complaints must be in writing via email to complaints@civilmediation.org. Please visit civilmediation.org/complaints for further information.
As required by the CMC, Truce Mediation will keep written records of any complaints received. These records, including all correspondence and other documents generated in the course of your complaint, will be retained for a period of 6 years.
