Complaints procedure

Resolve ADR strive to provide the highest standards of service at all time.

We recognise that occasionally a client may feel that the service levels we have offered do not meet these standards and we are committed to resolve any resultant complaint speedily and effectively.

We operate the following procedure should a complaint be received:

1. Any complaint about our service quality should be made in writing to the Owner of Resolve ADR, Nick Mellis at his email address: nickmellis@resolveadr.co.uk 
   
   

2. Nick will contact you to acknowledge receipt of your complaint within 5 working days and will set out the process that will be adopted to investigate your complaint and a timetable for a response. 

3. Nick Mellis as the owner of Resolve ADR will investigate the complaint.

4. It is our intention to give a written response within 21 working days of receipt of the complaint. Where the nature of the complaint is complex, further time may be required to investigate the complaint. Where this is required, the complainant will be notified in writing of the need for extra time.

5. This complaints procedure will take into account the confidentiality provisions contained in the Mediation Agreement signed by and binding upon all parties including the mediator.
   
   

6. If the response is not accepted the complainant can appeal to the Civil Mediation Council (CMC) on certain grounds. The CMC operates a final stage complaints procedure, whereby it can consider complaints from those people who have exhausted a mediator’s own complaints procedures. Details of the CMC's appeal processes can be found here: https://civilmediation.org/for-the-public/complaints/