Complaints Procedure

Intercessio civil and comercial mediators

Complaints & Feedback

We will always strive to do our best for you.  However, we welcome feedback, both positive and negative.

Get in touch

+44 (0) 203 723 7823

info@intercessio.co.uk

We strive to provide the highest level of service, but if we get it wrong, it is important that, for your benefit we put things right.

How to make a complaint

If you would like to express dissatisfaction about any aspect of our service, you can address your complaint to:

Head of Compliance
Intercessio Limited
71-75 Shelton Street
London
WC2H 9JQ

Or alternatively, via email to info@intercessio.co.uk, making sure to include:

  • your name;
  • email address;
  • a full description of your complaint; and
  • how you would like the matter to be resolved.

Whatever your complaint, we will always ensure that it is dealt with quickly and fairly.

Our process

  1. Your complaint will be acknowledged in writing within 5 working days of receipt.
  2. All complaints will be investigated and responded to within 21 working days of receipt. Occasionally, we may require additional time to respond to your complaint and if this is the case you will be notified in writing.
  3. If you are dissatisfied with our response to your complaint, you can appeal to the CMC on certain grounds. Details of the CMC’s appeal processes can be found at: https://civilmediation.org

Code of Conduct

We operate under the European Code of Conduct

Our Mediators operate under the European Code of Conduct for Mediators (the “Code”). For more information and access to a copy of the Code, please click here.