If you have a complaint we want to hear about it and will do our best to put it right.

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• All complaints will be acknowledged in writing within 5 working days of receipt.

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• All complaints will be investigated and responded to within 21 working days of receipt. On occasion, further time may be required, in which case you will be notified of this in writing.

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• You may be contacted to ensure we have understood the complaint properly.

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• If you do not accept the complaint response, you can appeal to the Civil Mediation Council on certain grounds. Details of the CMC's appeal processes can be found here:

civilmediation.org/complaints/

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• We will keep a written record of any complaint received.