Internal Complaints Procedure
London ADR is committed to providing a professional service that is of high quality and standard. We aim to be honest and transparent about every aspect of our service and to deal with all parties and clients in the most efficient way, to ensure that your experience with us is excellent.
However, we understand that sometimes things can go wrong. As such, we have put in place a complaints procedure that we believe is fair and enables us to deal with your complaint as thoroughly and effectively as possible.
How to make a complaint
In the first instance please contact the concerned mediator or member of staff using their direct contact details, otherwise send an email for their attention to firstname.lastname@example.org or call 0208 350 8526. They will do their best to resolve the matter with you. If you are not satisfied, you can raise a formal complaint in writing to our Complaints Handling Team.
- By Post: London ADR Complaints Handling, Suite 115, 1 Electric Avenue, Innova Park, Enfield, Middlesex EN3 7XU.
- By Email: email@example.com.
We will send you an acknowledgement within three working days from the date of receiving your complaint and the details of the supervisor assigned to investigate your complaint. The supervisor will then investigate and provide a full response within 21 days of receiving your complaint. We aim to fully resolve the matter at this stage.
External Complaints Procedure
If you are still not satisfied with the outcome or the way we have handled your complaint you may contact the Civil Mediation Council, which is an independent body, using the complaints procedure which can be found by following this link: www.civilmediation.org/governance/13/complaints-resolution-service.