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Complaint Procedure






We are committed to providing a professional service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards. 

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the time frames set out below (if you feel we have not sought to address your complaints within eight weeks, you can refer your complaint to the Civil Mediation Council. 


  1. Please provide a written summary of your complaint by email to Ian H Stanistreet FRICS at 

  1. We will acknowledge receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure. 


  1. Within 21 working days of receipt of your summary, the person dealing with your complaint will write to you in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be, taken. 


  1. If you are dissatisfied with the outcome of our investigation or any aspect of our handling of your complaint (Or more than 8 weeks has elapsed since the complaint was first made) or our proposal for dealing with this, you can contact the Civil Mediation Council s. Details of the CMC's appeal processes can be found at 


Please note that Regulated Mediators and Registered Mediation Providers must keep written records of any complaints received 



IHS Mediation 

March 2021. 

Complaint Procedure: Welcome
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