Complaints Handling Procedure (CHP)

Yates Mediation: Complaints Handling Procedure

Last updated: 07/05/2026

1. Purpose of this Procedure

This Complaints Handling Procedure (CHP) explains how concerns or complaints about my mediation services will be managed. It ensures that all complaints are handled promptly, fairly, and transparently, in line with the Civil Mediation Council (CMC) Minimum Standards.

A record of all complaints, actions taken, and outcomes will be kept for at least three years and made available to the CMC upon request.

This CHP is:

• Easily accessible and published on my website
• Provided to all mediation participants at the outset of my appointment
• Clear about stages, timescales, and points of contact

2. Who May Complain

A complaint may be made by:

• Any participant in a mediation
• A representative of a participant
• Any person directly affected by the conduct of the mediation or its administration

3. How to Make a Complaint

Complaints should be submitted in writing or by email to:

Samuel Yates  (t/a Yates Mediation)

Email: yates.mediation@gmail.com 

Address: 67 Southway, Horsforth, Leeds, LS18 5RN

4. Acknowledgement

• Complaints will be acknowledged promptly and in writing or by email, normally within 7 calendar days of receipt.
• The acknowledgement will confirm the next steps and expected timescales.

5. Investigation and Response

• A substantive written response will normally be provided by email within 28 calendar days of the acknowledgement.
• If a full response cannot be provided within this period, the complainant will be informed of the reason for the delay and given an updated time-frame.

As a sole practitioner, wherever possible, practicable and proportionate, I will arrange for the complaint to be reviewed by a mediator or professional colleague of appropriate seniority who has had no prior involvement in the matter to ensure independence and fairness in the investigation.

6. Possible Outcomes

The written response will explain:

• The findings of the investigation
• Any actions taken or proposed
• Any learning or improvements identified
• Whether the complaint is upheld, partially upheld, or not upheld

This procedure does not provide financial compensation or redress.

7. Referral to the Civil Mediation Council (CMC)

At the conclusion of this complaints process, a complainant may, in certain circumstances, refer the matter to the Civil Mediation Council (CMC).

Such referrals are considered only where the issues raised could amount to Serious Professional Misconduct and meet the CMC’s high threshold of seriousness.

Please note:

• A CMC referral cannot provide compensation, redress, or resolution
• It cannot appeal, change, or overturn the outcome of this CHP
• It is not a route for dissatisfaction with the outcome of a mediation

Further information is available at: www.civilmediation.org/conc

8. Confidentiality

All complaints will be handled sensitively and in accordance with data protection requirements. Information will be shared only where necessary for the fair investigation of the complaint.

9. Accessibility

This procedure can be provided in alternative formats on request. Reasonable adjustments will be made to ensure that all complainants can access the process.

10. Review of this Procedure

This CHP will be reviewed annually, or sooner if required by changes in CMC standards or professional practice.