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Complaints Procedure

Any complaint must be made within 3 months of the date of the last mediation session.

If it is possible, raise any concerns in the mediation session so your mediator can try and resolve the issues immediately.

After your mediation session, please call your mediator or email them. If the issue remains unresolved after that you can contact our complaints manager Sara Stoner at sara@horizonmediation.co.uk. We will acknowledge your complaint within 3 working days.

A full review will be undertaken and the mediator will be asked about your concerns.

A full response will be emailed to you within 10 working days from the date of the acknowledgement of your complaint.

If you are still not satisfied with the information you have been given the matter will then be passed to the mediator’s Professional Practice Consultant (PPC) who is the person who supervises the mediator in question. In the normal course of events they will acknowledge receipt of your email within 7 working days of receiving it.

Once a full review has been undertaken and the mediator concerned has explained their understanding of the situation, the PPC will respond to you in writing. A full response will be sent to you within 1 month of receipt by the PPC.

You may – should you and the mediator both agree – mediate your complaint.


We aim to address any concerns you may have.

If you wish to take the matter further – and if certain criteria are met – the complaint can then be referred to the Family Mediation Standards Board (FMSB) in accordance with its new complaints process. Details can be found here https://www.familymediationcouncil.org.uk/complaints-about-mediators/.

One Day Mediation complaints should be sent to 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 signpost you to the link for the (online ODR dispute resolution) platform.  

Horizon Mediation
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