Mediation Complaints policy

We are committed to providing a high quality of service for all mediation matters.

However, if at any point you become unhappy or concerned about the service provided, please inform us immediately so that we can do our best to resolve the problem. All mediations are governed by the Mediation Agreement which is signed by all parties prior to the mediation commencing. Please note that if your complaint is about the settlement itself or the outcome reached you will need to discuss this with your legal advisor. We can only assist here if your complaint surrounds the service that we have provided you with.

In the first instance, it may be helpful to contact the person who is handling your matter. If you still have queries or concerns, please contact Emma Billings​ who is the supervising Director to whom any final issues can be reported.

Formal complaint procedure

The following outlines our recommended procedure for making a formal complaint. Please note that making a complaint will not affect how we handle your case.

1. A formal complaint should be addressed to Emma Billings​ who can be contacted in writing at The Coach House Hinckley Road, Leicester Grange, Wolvey, LE10 3FT or by email at e.billings@emmtoria.co.uk​. Please set out the details of the complaint.

2. We will acknowledge your complaint within seven working days of receipt.

3. Emma Billings will show your complaint to the person responsible for your matter and ask them to conduct a complete review of the file and to respond in writing. They will also interview any members of staff involved in your matter.

4. You will receive a written response to your complaint within 14 days from the date the complaint is first received. This response will set out the result of our investigation, any proposed resolution and, if relevant, any procedural changes we will make to ensure the situation does not arise again.

Taking the complaint further

If we are unable to resolve any such concerns to your satisfaction you are entitled to make a complaint to the Civil Mediation Council (CMC) here https://civilmediation.org/complaints/

Complaints about a client’s rights under the General Data Protection Regulation must be submitted to the Information Commissioner’s Office at www.ico.org.uk.

Any disputes or legal issues arising from our Client Care and Terms of Business will be determined by the law of England and Wales and considered exclusively by the English and Welsh courts.