Feedback & Complaints

Feedback & Complaints Procedure

We are committed to providing a high quality administration service to all of our clients.  We actively welcome feedback to help us improve the service we provide.

Complaints must be made within 6 months of the mediation date.

Should you have reason to complain about the service provided, you may do so in the following way:

Please address any complaint to Lisa Rodger, our Mediation Manager:

Clerksroom, Equity House, Blackbrook Park Avenue, Taunton, Somerset TA1 2RA

DX  97188 Taunton Blackbrook

Tel: 01823 704099

Email: [email protected]

Clerksroom complaints procedure is run in accordance with the guidance provided by the Civil Mediation Council.

When making a complaint please state if the complaint relates to the administration provided, the mediator or both.

Once a complaint is received an email acknowledging the complaint will be sent within 5 working days.

Complaint against the Mediator

The complaint will be investigated by Clerksroom's Professional Standards Team. You will be notified of the outcome within 21 days of receipt of complaint. If this is not possible we will write to advise the reason for the delay and to set a new timescale.

Complaint against Clerksroom Administration

Should the complaint relate to the administration then the matter will be investigated by Clerksroom's Mediation Manager. If the complaint relates to the Mediation Manager it will be investigated by Clerkroom's Professional Standards Team. You will be notified of the outcome within 21 days of receipt of the complaint. If this is not possible we will write to advise the reason for the delay and to set a new timescale.

Information will be shared by relevant parties to allow the complaint to be fully investigated.

If you do not agree with the outcome of your complaint you can appeal this with The Civil Mediation Council who oversee the mediation industry in England & Wales. They may be able to assist you further if the complaint is with regards to Clerksroom or a Civil Mediation Council registered mediator.

Details of the CMC's appeal processes can be found here: Complaints – Civil Mediation Council