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.
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?
4.
Not Satisfied?
The ability to appeal, will be explained in our response including the relevant timeframes.
3.
Who Will Investigate
If your complaint relates to a mediator appointed by us, it will be investigated by someone independent of that mediator.
1.
Acknowledgement
We will acknowledge your complaint in writing within 5 working days of receiving it.
Thank you for your email dated....
2.
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.
2.
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.
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.