Make a Complaint



 

1. Our Commitment

Kings ADR is committed to delivering a high standard of service. We recognise that, on occasion, concerns may arise, and we welcome the opportunity to address them promptly, fairly, and constructively. Where possible, we aim to resolve issues at the earliest stage and use feedback to continually improve our services.

2. Raising a Concern During Mediation

If you have a concern during the mediation process, we encourage you to raise it with the mediator as soon as possible. In many cases, issues can be addressed immediately to support the effective continuation of the process.

3. How to Make a Formal Complaint

If your concern is not resolved, or you wish to make a formal complaint, this should be submitted in writing within a reasonable timeframe following the mediation.

Please include:

• Your name and contact details
• A clear description of your complaint
• Any relevant documents or supporting information
• Details of how you would like the matter to be resolved (if appropriate)

Complaints can be submitted via email using the contact details provided on our website.

4. Acknowledgement and Response

We will acknowledge receipt of your complaint within 5 working days.
We aim to investigate and provide a full written response within 28 days.

If additional time is required, we will notify you and keep you informed of progress.

5. Review Process

Complaints will be handled fairly, impartially, and with appropriate confidentiality. As Kings ADR is operated by a sole practitioner, any complaint will be reviewed carefully and objectively, and, where appropriate, external guidance may be sought to ensure fairness and independence.

6. Outcome

Following our review, we will:

• Provide a clear explanation of our findings
• Outline any actions taken, where appropriate
• Identify any steps taken to improve our services

7. Escalation

If you remain dissatisfied following our response, you may seek independent advice or refer your complaint to an appropriate external body. Where applicable, complaints may be referred to the Civil Mediation Council (CMC), which operates an independent complaints process. The CMC’s complaint procedure can be found here: https://civilmediation.org/concerns/

8. Confidentiality

All complaints will be handled sensitively and in confidence, in accordance with our Privacy Policy.