Feedback & Complaints
Feedback
In conducting a preliminary assessment, and pre-mediation meetings we hope we will be able to create a mediation that works for you. Not every mediation can be successful in reaching a final settlement, but if participants engage willingly with an open mind, hoping to find common ground there is every chance that you can find that resolution. Sometimes mediation enables participants to come to an understanding, so even if the mediation itself does not result in a settlement, they feel able to communicate and create their own agreement after the process.
Atlas is committed to helping you through this process, and will endeavor to fulfill our obligations to you. We welcome all feedback, and we will actively reach out to you via email after your mediation to invite your input.
We also hope you will grant permission for us to follow up with you in the near future, by telephone or video call, simply to evaluate how effective the mediation was for you.
Complaints
If you feel that a standard has not been met, a complaint may be made by email to us. We will acknowledge any complaints within 5 days of receipt.
All complaints will be investigated and responded to within 21 working days of receipt.
We may request more information from you, or a telephone discussion so we can understand what went wrong, and how we can put it right. If further time is required to investigate further, we will notify you of this by email.
​
In keeping with our obligations to maintain confidentiality and protect your data, we are usually required to erase all data as soon as possible following Mediation. However where a complaint has been made we are required to keep written records of this, and we will do so in a secure way.
​
As a sole trading professional, the Mediator can only investigate themselves at this point. If following this complaints process, you remain unhappy with the resolution, you may appeal to the Civil Mediation Council on certain grounds.
