Last updated 24 January 2026
Mediation Complaints Procedure
Our mediators are accredited by the Civil Mediation Council (CMC) and are committed to delivering a fair, professional service.
If you are unhappy with any aspect of our mediation work, you have the right to make a complaint. Below you will find details of our complaints process and the options available to you.
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How to make a complaint
You can make a complaint by email at admin@mastpeoplesupport.co.uk.
Please provide as much detail as possible so we can understand what has happened and how we can help.
What Happens Next?
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Not Satisfied?
The ability to appeal, will be explained in our response including the relevant timeframes.
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Who Will Investigate
If your complaint relates to a mediator appointed by us, it will be investigated by someone independent of that mediator.
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Acknowledgement
We will acknowledge your complaint in writing within 5 working days of receiving it.​
Thank you for your email dated....
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Investigation & Response
We will investigate your complaint and send you a full written response within 21 working days. If we need more time, we will write to tell you why and when you can expect a response.
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Investigation & Response
Still not satisfied?
If you are not satisfied with our final response, you may be able to appeal to the Civil Mediation Council (CMC) on specific grounds.
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Details of how to do this are available on the CMC website:
We will keep written records of all complaints received and how they were resolved.