Complaints Policy

Here at Vestia Mediation, we are committed to delivering mediation services of the highest quality. In accordance with the Civil Mediation Council (CMC) standards, we have therefore implemented the following Complaints Policy to ensure concerns are addressed promptly, fairly, and transparently.

1. Making a Complaint

If you are dissatisfied with any aspect of the mediation services provided by Concibrium or by one of our appointed mediators, you may submit a complaint in writing to: info@vestiamediation.com or by completing our contact form. Please provide your full name, contact information, details of the mediation session (including date and mediator name, if applicable), and a clear explanation of your concerns.

2. Acknowledgement of Complaint

All complaints will be acknowledged in writing within 5 working days of receipt.

3. Investigation and Response

All complaints will be investigated and responded to within 21 working days of receipt.
If additional time is required to complete the investigation, you will be informed in writing of the reason for the delay and provided with an estimated response date.
For complaints against a specific mediator, the investigation will be conducted by someone other than the mediator concerned, to ensure impartiality.

4. Appeals and Further Procedures

If you are not satisfied with our response, you may request a review or appeal. Any such request must be made in writing within 10 working days of receiving our decision. We will respond to appeals within 21 working days.

5. Referral to the Civil Mediation Council (CMC)

If you remain dissatisfied after our internal appeals process, you may escalate the matter to the Civil Mediation Council on specified grounds. Further details of the CMC's complaints procedure and eligibility criteria can be found at: https://civilmediation.org/for-the-public/complaints/

6. Record-Keeping

Concibrium maintains written records of all complaints received, along with notes of any investigations and actions taken, in compliance with CMC standards.

7. Accessibility

This policy is publicly available on our website and is communicated clearly to clients at the outset of any mediation.

Get in Touch

If you have any questions, please reach out on 0330 133 5199, by email to info@vestiamediation.com or by completing the form on our Contact page