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Complaints Resolution Policy

Mediator Network Ltd, incorporating our brands.

complaints resolution Policy

Mediator Network

Last updated: 22 January 2026

Mediator Network is committed to delivering high standards of alternative dispute resolution (ADR), mediation services, and professional support. We recognise that concerns or complaints may occasionally arise and view these as an opportunity to resolve issues constructively, learn, and improve.

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This Complaints Policy applies to services delivered by Mediator Network, including:

  • The Dispute Resolution Agency

  • Mediation Agency

  • The DRA.Directory

1. Our approach to complaints

Our approach is grounded in the principles of ADR:

  • Early and local resolution wherever possible

  • Open dialogue and proportional responses

  • Avoiding escalation and court proceedings unless absolutely necessary

 

We encourage concerns to be raised promptly and informally in the first instance, as many issues can be resolved quickly through discussion and clarification.

2. What this policy covers

This policy applies to complaints relating to:

  • Mediation and dispute resolution services

  • Early Resolution and complaint-handling services

  • Mediator support services, including co-mediation and panel arrangements

  • The operation of The DRA.Directory (excluding disputes between mediators and third parties using the directory)

 

It does not replace or override any statutory complaints processes or professional regulatory requirements applicable to individual mediators.

3. Informal resolution (Stage 1)

Wherever possible, we ask that concerns are raised informally first.

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This may include:

  • Speaking directly with the mediator or case handler involved

  • Contacting our central support team to clarify expectations, process, or outcomes

 

Many concerns arise from misunderstandings and can be resolved quickly through early conversation, without the need for a formal complaint.

4. Formal complaints (Stage 2)

If a concern cannot be resolved informally, a formal complaint may be submitted.

 

How to make a complaint

Complaints should be made in writing and include:

  • Your name and contact details

  • A clear description of the issue

  • Relevant dates, reference numbers, or individuals involved

  • The outcome you are seeking

 

Contact details
Email: help@disputeresolutionagency.com
Telephone: 03300 431 757

5. How we handle formal complaints

Upon receipt of a formal complaint, we will:

  1. Acknowledge the complaint within 5 working days

  2. Review the complaint objectively and proportionately

  3. Request further information if required

  4. Provide a written response, usually within 20 working days

 

Where appropriate, we may suggest a facilitated discussion or mediation-style conversation as part of the complaints process, reflecting our commitment to ADR principles.

6. Outcomes and resolution

Possible outcomes may include:

  • Clarification or explanation of process

  • Apology where appropriate

  • Practical steps to address the issue

  • Changes to procedures or training

 

Our aim is always to resolve complaints in a way that is fair, constructive, and proportionate, without unnecessary escalation.

7. Complaints involving mediators

Where a complaint relates to an individual mediator:

  • We will assess whether the issue relates to service delivery, professional conduct, or a misunderstanding of the mediation process

  • We may liaise with the mediator involved as part of our review

  • Where appropriate, we may signpost complainants to the mediator’s professional body or regulatory framework

 

Mediator Network does not adjudicate on the substantive outcomes of mediations, which are party-led and confidential by nature.

8. The DRA.Directory complaints

Complaints relating to directory listings (such as accuracy of information or use of the platform) will be reviewed by our support team.

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Disputes between users and mediators instructed via the directory should, wherever possible, be resolved directly or through ADR processes.

9. Commitment to avoiding court

Consistent with the ethos of ADR, we strongly encourage:

  • Dialogue over adversarial approaches

  • Early intervention rather than escalation

  • Use of mediation or facilitated resolution where appropriate

 

Court proceedings should be a last resort and are rarely the most effective way to resolve service-related concerns.

10. Continuous improvement

All complaints are recorded and reviewed to identify themes and areas for improvement. This helps us maintain high standards across our mediation services and mediator support frameworks.

11. Policy updates

We may update this Complaints Resolution Policy from time to time. Any changes will be published on our websites, with the updated date shown at the top of this page.

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