COMPLAINTS HANDLING POLICY
PONS Mediation aims to provide a very high standard of service both in the mediation and in respect of administration. However, we recognise that from time to time clients may feel that the service levels offered by PONS Mediation do not meet their expectations.
Thus, if you are dissatisfied in any way,
during the mediation itself, please raise the issue with the mediator as soon as possible so that the problem can be dealt with straight away. After mediation please contact PONS Mediation/Eugenia Safridi in writing by either e-mail to firstname.lastname@example.org or by writing to Eugenia Safridi at the following address
28 Garstang Rd,
Preston, Lancashire, PR1 1NA
including your full name, the names of all the parties in the mediation, the date of the mediation, and any documents relevant to your concerns.
Your complaint will be acknowledged within 5 working days and we will provide a response within 21 days and invite further discussion as to what can be done to meet your concerns.
If you are not satisfied with those discussions and wish to take your complaint further to an external body, then the CMC (Civil Mediation Council) operates a final stage complaint procedure. They can be contacted at the address given below.
The Civil Mediation Council Ltd.
The International Dispute Resolution Centre,
70 Fleet Street,
London EC4Y 1EU.