Mediation complaints

The aim of Kay Gunn Limited (“we”, “our”, “us”) is to provide the highest professional standards throughout the entire mediation process. 

However, we understand that there may be occasions when you, the client believes that our services have fallen short of your expectations. We are receptive to any such complaint and will consider it in detail.

Who to contact?

In the first instance, full details of any complaint should be made in writing to our Director, Kay Gunn, via email to: kay@kaygunn.com. Kay will contact you to acknowledge receipt of your complaint within three working days-outlining the process that will be used to investigate your complaint and the timetable for response.

Complaints procedure

The complaint will be investigated by us; by Kay and/or a mediator from within Kay Gunn Ltd. It is our intention to give a written response within 14 days of the receipt of the complaint. If there is a need for an extension to that time period, we will discuss that with you. This complaints procedure will take into account the confidentiality provisions contained in the Mediation Agreement signed by and binding upon all participants, including the mediator.

If the complainant does not accept the response we have given, they may appeal to the Civil Mediation Council (the “CMC”) on certain grounds. The CMC operates a final stage complaints procedure, where it may consider complaints when the mediator’s own complaints procedure has been exhausted. Details of the CMC’s appeal process can be found here: https://civilmediation.org/for-the-public/complaints/.