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Complaints Procedure

Michael Hainge is committed to providing a professional, impartial and high-quality mediation service. If you are unhappy with any aspect of the service provided, please let me know. Complaints are taken seriously and handled promptly, fairly and confidentially.

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This procedure applies to complaints about the conduct of Michael Hainge as a mediator, the administration of a mediation, or the service provided by Ethical Commercial Ltd in connection with a mediation.

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How to make a complaint

Please make your complaint in writing, where possible, to:

Michael Hainge
Ethical Commercial Ltd
Email: mh@ethicalcomemercial.com
Telephone: 07970 964004
 

Please include:

  • Your name and contact details;

  • The date of the mediation or service about which you are complaining;

  • A clear description of your concern;

  • Any relevant documents, correspondence or other evidence;

  • What outcome you are seeking.

There is no need to use a particular form. A clear email is sufficient.

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What happens next

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

  2. Investigation and response
    All complaints will be investigated and a written response provided within 21 working days of receipt.
    Where more time is reasonably required—for example, because further information, evidence or third-party input is needed—I will write to you explaining the reason and giving a revised timescale.

  3. Outcome
    The response will set out:

    • What has been investigated;

    • The conclusions reached;

    • Any action to be taken;

    • Your right to take the matter further if you remain dissatisfied.

 

Confidentiality and records

Complaints will be handled confidentially and with regard to the confidentiality of the mediation process. Information will be shared only to the extent necessary to investigate and respond to the complaint, or where there is a legal or regulatory obligation to disclose it.

A written record will be kept of all complaints received, the action taken and the outcome. Records will be retained for at least three years and made available to the Civil Mediation Council on request.

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If you are not satisfied

If you are not satisfied with my response, you may ask for the matter to be reviewed. Please send your request in writing within 20 working days of receiving my response, explaining why you believe the complaint has not been resolved.

The review will be carried out by an independent person who was not involved in the original mediation or in the original investigation. You will receive a written response within 20 working days of the review being accepted.

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Complaints to the Civil Mediation Council

If you remain dissatisfied after completing this complaints procedure, you may be able to refer the matter to the Civil Mediation Council (CMC).

The CMC is a professional regulator for mediators. It can consider complaints about CMC members where the complaint is serious in nature and could call into question the mediator’s suitability to continue practising as a CMC regulated mediator.

In normal circumstances, the CMC expects complainants to exhaust the mediator’s own complaints procedure first.

Further information about raising a concern with the CMC is available at:
https://civilmediation.org/concerns/

Complaints or concerns for the CMC’s attention may be sent to:
Complaints@civilmediation.org

Important note

This complaints procedure concerns the standard of service, conduct and administration of the mediation process. It does not affect either party’s legal rights, nor does it prevent a party from seeking legal advice or pursuing any other legal remedy.

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