Please let us know if you are not happy with any part of the service your receive from us or if you would like to make a complaint and we will do our best to resolve matters.
Our mediation complaint's procedure is as follows:
- Most issues can be resolved by a conversation. Please use the contact options on this website to speak to Oliver Hannan.
- If speaking to Oliver is unsuccessful or if you prefer, please set out the details of your complaint in writing. The best way to do this is by email to the following email address: ohannan@hanstoneconsulting.com. Please mark any such correspondence with the heading "Complaint".
- All complaints will be acknowledged in writing within 5 working days of receipt
- All complaints will be investigated and responded to within 21 working days of receipt. On occasions further time may be required, in which case the person making the complaint will be notified of this in writing.
- The investigation will be carried out by a third party other than the mediator that the complaint relates to.
- As part of the complaint handling procedure we may suggest a meeting and if a meeting takes place you may bring someone with you.
- Our aim will always be to resolve the complaint to your satisfaction however if this is not achieved then you can appeal to the CMC. Details of the CMC's appeal processes can be found here: https://civilmediation.org/for-thepublic/complaints/.