Complaints Procedure

I am committed to providing a high-quality mediation service to all my clients and I am always pleased to receive your feedback. If you have any concerns or complaints regarding my mediation services, please do raise these at the time. I will do all I can to put matters right immediately.

If you would prefer to make a more formal complaint, please write to me at sue@suejenkins.co.uk setting out:

• A clear description of your concerns or complaint
• Your ideas about how you would like the issue resolved
• Copies of all relevant paperwork

Once I have received your written summary of the complaint, it will be acknowledged in writing within 5 working days and I will reply substantively to the complaint within 21 days of receiving it.

If you remain dissatisfied with the handling of your complaint then I will attempt to resolve it through negotiation, or if we cannot resolve the matter by negotiation within a reasonable time, by mediation.

I hope that the above procedure will resolve any outstanding issues. However, if you remain unhappy with the outcome, you do have the choice of escalating your complaint to the Civil Mediation Council (CMC). For the CMC to consider your complaint, it must be made in writing and addressed to the Secretariat of the CMC at secretariat@civilmediation.org.