RG Mediation takes very seriously any concerns or complaints you may have about us or our service.  If we failed you in some way,  we will attempt to make the situation right. If you are not happy with our service or response, you will be able express any concerns following the procedure described below.

Informal resolution
If possible, we believe it is beneficial to everyone to deal with matters immediately. Firstly raise your concern or complaint with us and we will try to resolve it for you as quickly as we can. If we cannot help you, we will explain why and you can ask to make a more formal complaint.
You can inform us of your concern or complaint by sending an e-mail to info@rgmediation.co.uk

How we deal with your concern or complaint
We will be an open and honest in the way we deal with your concern or complaint. The complaint can also be discussed with the mediators’ PPC/supervisor. All complaints will be treated confidentially.  We will summarise our understanding of your concern or complaint and ask you to confirm we have understood you correctly. If there is a simple solution to your problem, we may ask you if you are happy to accept this solution. If not, there may be a need for further investigation.
We aim to resolve concerns or complaints as quickly as possible and will respond within 10 working days.

Outcome
If we formally investigate your concerns or complaint, we will let you know our findings in line with your preferred form of communication. We will explain how and why we came to any conclusions we make. If we find that we got it wrong, we will tell you why it happened if possible. We will note how any mistake affected you.  If we got it wrong, we will always apologise to you.

Appealing
All FMC Registered Mediators are required to follow the FMC’s Code of Practice. Before appealing to the FMC, you must first go through the mediator’s own complaints process and you may complain to the FMC Member Organisation to which the mediator belongs. If the FMC Member Organisation’s complaints process has been exhausted and you are not satisfied with the response, you can appeal to the FMC.