top of page

Complaints Policy

Let's Talk

Colin Bourne Mediation
Last updated: August 2026

I am committed to providing a professional, impartial and high-quality mediation service. I welcome feedback about my services and take any concerns or complaints seriously.

​

This policy explains how you can raise a complaint and how it will be handled.

1. Raising a concern

If you are unhappy with any aspect of the service you have received, I would encourage you to raise the issue with me as soon as possible.

​

In many cases, concerns can be clarified or resolved quickly through discussion.

​

If you wish to make a formal complaint, please do so in writing by email to:

Colin Bourne
Email: colinpbourne@icloud.com
Telephone: 07545 289288

 

Please provide:

  • your name and contact details;

  • sufficient details to identify the mediation or matter concerned;

  • a clear explanation of your complaint;

  • any relevant supporting information; and

  • what you would like me to consider in responding to your complaint.

2. Acknowledgement

I will acknowledge your complaint in writing within 5 working days of receiving it.

3. Investigation and response

Your complaint will be considered carefully and objectively.

​

I may contact you if further information or clarification is required.

​

I will normally complete my investigation and provide you with a written response within 21 working days of receiving your complaint.

​

If, because of the nature or complexity of the complaint, I require additional time, I will notify you in writing and explain when I expect to provide a full response.

​

The response will explain the outcome of the investigation and, where appropriate, any action that I propose to take.

4. What this complaints procedure covers

A complaint may relate to matters such as:

  • the professional service you have received;

  • communication or administration;

  • concerns regarding professional conduct;

  • concerns regarding impartiality or the mediation process; or

  • another aspect of my professional mediation services.

 

The complaints process is not intended to reconsider or overturn the outcome of a mediation or any agreement reached between the parties.

​

Mediation is a voluntary process and a mediator does not determine who is right or wrong, provide a judgment or guarantee that a settlement will be reached.

5. Confidentiality

Complaints will be handled sensitively and, as far as reasonably possible, confidentially.

​

However, information may need to be disclosed where this is reasonably necessary to investigate the complaint, obtain professional advice, comply with insurance requirements or meet a legal or regulatory obligation.

​

Nothing in this policy changes the confidentiality obligations applying to the substantive mediation.

6. Records

I will maintain a written record of complaints received, how they were investigated and the outcome.

​

Complaint records will be stored securely and handled in accordance with my Privacy & Cookies Policy and applicable data protection law.

​

Complaints and feedback may also be reviewed periodically to identify opportunities to improve my professional practice and service.

7. Civil Mediation Council

Where my services fall within the regulatory scope of the Civil Mediation Council (CMC) and you remain dissatisfied after completing this complaints procedure, you may be able to raise your concerns with the CMC.

​

The CMC generally requires a complainant to complete the mediator’s own complaints procedure before it will consider a complaint.

​

The CMC’s complaints and disciplinary process is primarily concerned with serious professional misconduct and matters that may call into question a mediator’s suitability to continue practising as a CMC-regulated mediator. It does not act as a general appeal against the outcome of a mediator’s own complaints process.

 

Information about raising a concern with the CMC is available at:

Civil Mediation Council
www.civilmediation.org/concerns

Complaints may also be submitted to:

complaints@civilmediation.org

 

Any complaint to the CMC will be considered in accordance with the CMC’s rules, procedures and eligibility requirements in force at the time.

8. Commitment to professional standards

I regard complaints and feedback as an important part of maintaining professional standards.

​

Where a complaint identifies an area in which my service or procedures can reasonably be improved, I will consider appropriate changes to my practice.

​

This Complaints Policy is reviewed periodically to ensure that it continues to reflect applicable professional and regulatory requirements.

bottom of page