Civil and Commercial Mediation Complaints Procedure

1. Introduction

We are committed to providing a high-quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if you are not completely satisfied with the service you have received, or if you consider that something has gone wrong, please do tell us as soon as you can. 

In respect of complaints relating to civil and commercial mediation, Hedges Law complies with the requirements of the Civil Mediation Council (CMC).

2.    Initial complaint handling

2.1 In the first instance you should raise any dissatisfaction with the person dealing with your mediation.

2.2 If they are unable to resolve the issue for you or you are uncomfortable raising it with them you can put your complaint in writing to (by letter, fax or email) or by speaking with our Complaints Handling Officer (CHO) Elizabeth Currie.

2.3 Our contact details are as follows:

Hedges Law, 16 Market Place, Wallingford, Oxfordshire, OX10 0AD                                                                            

Tel: 01865 594265                                                                   

Email address:

2.4 To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint, and
  • your file reference number (if you have it)

If you require any help in making your complaint, we will try to help you.

2.5 Hedges Law will deal promptly and courteously with any complaint, either formal or informal, made to its service in respect of civil and commercial mediation.

2.6 We will write to you within 5 working days acknowledging your complaint, enclosing a copy of this policy.

2.7 Where a complaint has been raised in respect of civil and commercial mediation, the CHO will investigate your complaint within 21 days of receipt of your complaint in writing.  This will usually involve:

  • reviewing your complaint
  • reviewing your file(s) and other relevant documents, and
  • speaking with the person who dealt with your matter

2.8 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

2.9 We will write to you with our initial findings within 21 days and if you are not happy with these we will ask you to detail why and if appropriate request to discuss these with you. 

2.10 If we cannot resolve your complaint after investigation and your response to our initial findings the CHO will write to you with our final complaint findings.

3.    What if I am not satisfied with the outcome?

3.1 If you are unhappy with the outcome of our complaints handling procedure please first let us know and our CHO or her deputy will review the matter within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining the reasons.

3.2    If you are still unhappy you can appeal to the Civil Mediation Council on certain grounds. Details of the CMC’s appeal processes can be found at:

4.    What will it cost?

4.1 We will not charge you for handling your complaint.

4.2    Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

5.    Continual improvement

5.1    We seek at all times to give our clients the best possible service. Your service issue or complaint will be recorded on our central register and will be used to improve our service  to our clients by identifying the cause of any problems and correcting unsatisfactory procedures. Please be assured that we very much value both your business and your feedback.