Last updated: November 2026
Website: www.alanthomasmediation.co.uk
Contact: alan@alanthomasmediation.co.uk
1. Introduction
I am committed to providing mediation services professionally, impartially and fairly. This procedure explains how to raise concerns about my mediation services or conduct and how I will deal with them. It is intended to comply with the Civil Mediation Council (CMC) Minimum Standards for Complaints Procedures.
2. Making a complaint
Please send your complaint in writing to Alan Thomas at alan@alanthomasmediation.co.uk. Please include your name and contact details, the mediation concerned, a description of the issue, and any supporting documents you would like me to consider. If you need assistance in making a complaint or an alternative accessible format, please contact me.
3. Acknowledgment
I will acknowledge your complaint in writing within five working days of receipt.
4. Investigation and response
As an individual sole-practitioner mediator, I will investigate complaints about my services personally and respond in writing within 21 working days of receipt. If further time is reasonably required, I will explain this in writing and indicate when you can expect a response.
5. Further steps and the CMC
There is no separate internal appeal stage. If you remain dissatisfied, you may raise concerns with the Civil Mediation Council, particularly where you believe they involve serious professional misconduct. Ordinarily, the CMC expects you first to complete my complaints process. Under its current Disciplinary Regulations, complaints about an individual regulated mediator normally must be made within three months of the conclusion of that process, although the CMC has discretion to consider a complaint submitted later. The CMC is not a general appeal body for mediation outcomes and cannot order compensation or a refund. Information about its process is available at https://civilmediation.org/concerns/ or by email at Complaints@civilmediation.org.
6. Records and confidentiality
I will keep a written record of complaints received, investigations undertaken and outcomes, retaining personal information in accordance with my applicable data-retention arrangements and data-protection obligations. Complaints will be handled with appropriate confidentiality, subject to disclosures required by law or reasonably necessary for an investigation, including a CMC regulatory process.