Complaints Procedure 

 
We sincerely hope you have no cause to complain. If however you are unhappy with the service you receive from us we are anxious to know about it. We value the trouble you may take to explain why you are dissatisfied. 
How to complain 
 
1. Please raise the issue in mediation if possible, so your mediator can deal with the problem straight away. 
 
2. You can also raise a complaint after mediation. Simply call, write or email us, telling us about your experience. All complaints should be addressed to me Mary Banham-Hall Managing Director and Lead Mediator. Telephone: 01908 231132 Email: mary.banham-hall@focus-mediation.co.uk. 
 
3. We will acknowledge your complaint within 3 days. 
 
4. A full review will be undertaken and the mediator concerned will explain their understanding of the situation. 
 
5. A full response will be sent to you within 1 month. 
We hope you will have no cause to complain, but if you do, we hope you will tell us as soon as possible to enable us to resolve things to your satisfaction. In the event you are still unhappy and wish to take your complaint further to an external body then the position differs according to which type of mediation we have provided to you : 
 
Family Mediation: The College of Mediators, Unit 1, Old Birley Street, Manchester, M15 5RF. 
 
All other types of Mediation and One Day Family Mediation: The Civil Mediation Council Ltd. The International dispute Resolution Centre, 70 Fleet Street, London EC4Y 1EU. 
 
To comply with the EU ADR Directive we are required to sign-post you to an approved Certified ADR provider, in our case, Small Claims Mediation (UK) Ltd., 33 Leicester Road, Blaby, Leicester, LE8 4GR. 
 
This does not mean you or we are obliged to use ADR or this provider, but you have been informed of an approved certified ADR provider. 
 
We are also obliged to sign-post you to the link for the ODR (online dispute resolution) platform – http://ec.europa.eu/odr