Complaints

How to make a complaint

Please tell us what happened, when it happened and what you would like us to do. Send your complaint in writing to enquiries@promediate.co.uk with “Complaint” in the subject line, or use our contact form.

What this procedure covers

This procedure covers the standard of our service and the conduct of a mediator appointed through ProMediate, including administration, communication and impartiality. A mediator does not decide the dispute. Dissatisfaction with the outcome or with terms a party chose to accept or decline is not, by itself, a service complaint.

Acknowledgement and investigation

We will acknowledge a complaint in writing within five working days. A director or senior member of the team will investigate the relevant records and correspondence. A complaint about an individual mediator will be considered by someone who was not involved in the mediation and has no interest in its outcome; where necessary, an independent external mediator or professional will be appointed.

We will normally provide a written response within 21 working days of acknowledgement, explaining our findings and any action proposed. If more time is needed, we will explain why and provide a revised date.

Review and external referral

If you remain dissatisfied, you may request an internal review within 28 days. The review will be conducted by a director who was not previously involved, with a decision normally provided within 21 working days. Once our procedure is complete, a complaint within its remit may be referred to the Civil Mediation Council.

Confidentiality and records

Complaints are handled in confidence and shared only with those who need the information to investigate. We preserve the confidentiality and without-prejudice status of the mediation so far as possible and retain complaint records in line with our retention obligations.

Last reviewed: September 2026.