Complaints Procedure

Caldera Mediation is committed to providing a professional and impartial service in accordance with Civil Mediation Council standards.

A full copy of my complaints procedure was provided to you when signing the mediation agreement

If you are dissatisfied with any aspect of the service provided, you are encouraged to raise the matter directly with Maurice Woolf in the first instance. Many concerns can be resolved quickly and informally.

If the matter is not resolved, a formal complaint should be made in writing within 3 months of the mediation, setting out:

• Your name and contact details

• Date of mediation

• Details of the complaint

• The remedy sought

Complaints will be acknowledged within 5 working days and a full written response will normally be provided within 20 working days.

As a sole practitioner, Maurice Woolf will investigate the complaint personally and may seek independent supervisory input where appropriate.

If you remain dissatisfied once the internal process is complete, you may refer the matter to the Civil Mediation Council, subject to their eligibility criteria.

Complaints are handled confidentially and free of charge.