Complaints

If something has gone wrong.

Mediation is a confidential process and a great deal of what happens in it cannot be discussed afterwards. That does not mean the service itself is beyond question. If you are unhappy with how a mediation was arranged, conducted or billed, this is how to raise it.

What this procedure covers

The administration of a mediation: how the enquiry was handled, how the session was arranged and run, the conduct of the mediator, fees and invoicing, and how your information was handled. It does not cover the merits of any settlement you reached — a mediator does not decide the outcome, and the terms you sign are yours.

How to complain

Write to info@dunyamediations.com with the subject line Complaint, or by post to Dunya Mediations, Coleman Avenue, Hove, BN3 5ND, United Kingdom.

Please tell us what happened, when, and what you would like done about it. If you are complaining on behalf of a party you will need to show you are authorised to do so.

What happens next

Within 5 working days we acknowledge your complaint in writing and tell you who is dealing with it.

Within 21 days we write to you with our response, setting out what we have found and what we propose to do. If the investigation needs longer, we will tell you why and give you a date by which you will hear from us.

If your complaint concerns a mediation in which we also acted as mediator, we will not investigate our own conduct. In that case the complaint is referred directly for independent review, and we will tell you where it has been referred.

If you are not satisfied

Dunya Mediations practises as a Civil Mediation Council regulated mediator. If you remain dissatisfied after our final response, you may refer the matter to the Civil Mediation Council, which operates a complaints process for its members. Details are at civilmediation.org.

Records

Every complaint, and our response to it, is recorded in a complaints log and kept for six years. Complaints are reviewed periodically so that recurring problems are fixed rather than repeated. We also ask parties for feedback at the end of each mediation, and that feedback is reviewed alongside the log.

Confidentiality

Raising a complaint does not waive the confidentiality of the mediation. In investigating a complaint we may need to look at our own file, but we will not disclose anything said in a private session to the other party without permission, and nothing in this procedure obliges you to disclose anything you would not otherwise disclose.

Cost

There is no charge for making or investigating a complaint.

Last updated 17 October 2026.