1. I am committed to providing a high-quality, professional mediation service. This Complaints Procedure explains how concerns or complaints about my mediation services may be raised and how they will be handled.
This procedure does not affect your statutory rights.

2. Scope
This procedure applies to complaints relating to:
• The standard of service provided
• Professional conduct
• Administrative issues
• Compliance with mediation standards
This procedure does not apply to dissatisfaction with the outcome of mediation, as mediation is a voluntary and non-adjudicative process and outcomes are determined by the parties, not the mediator.

3. Informal Resolution
If you are dissatisfied with any aspect of my service, I encourage you to raise the matter with me as soon as possible. Many concerns can be resolved quickly and informally through discussion.
You may contact me:
• By email: info@findawayforward.co.uk
• By post: 57 Melbury Avenue, Norwood Green, Southall, UB2 4HT

4. Making a Formal Complaint
If the matter cannot be resolved informally, you may submit a formal complaint in writing.
Your complaint should include:
• Your name and contact details
• The date(s) of the mediation
• A clear description of your complaint
• Any relevant supporting information

Complaints should be sent to:

Sandeep Gupta
By email to: info@findawayforward.co.uk
By post to: Address can be provided upon request

5. Acknowledgement of Complaint
I will acknowledge receipt of your complaint within 7 working days and confirm how it will be handled.

6. Investigation and Response
I will:
• Consider the complaint carefully and impartially
• Review relevant notes, correspondence, and procedures
• Where appropriate, seek guidance from a professional supervisor or relevant professional body (while maintaining confidentiality)
I will provide a written response within 28 working days of acknowledging your complaint. If more time is required, I will explain the reason and provide an updated timescale.

7. Outcome
The response may include:
• An explanation of findings
• Any steps taken or proposed to address the issue
• An apology where appropriate

8. Escalation to a Professional Body
If you remain dissatisfied after receiving my final response, you may refer your complaint to my professional body:

College of Mediators
144 Westbury Lane, Newport Pagnell,
Bucks,
MK16 8PT
Phone
0333 004 3234
Email
admin@collegeofmediators.co.uk
website
https://collegeofmediators.co.uk/
Please note that the professional body will consider complaints in accordance with its own rules and procedures.

9. Confidentiality
All complaints will be handled confidentially and in accordance with data protection legislation. Information will only be shared where necessary to investigate the complaint or where required by a professional body or law.

10. Record Keeping
A record of complaints and outcomes will be retained for a reasonable period in accordance with professional and legal requirements.

11. Review of Procedure
This Complaints Procedure is reviewed periodically to ensure it remains effective and compliant with professional standards.