Complaints Policy – Middleton ADR

Middleton ADR is committed to delivering a fair, transparent, and high-quality mediation process. If you are dissatisfied with any aspect of the service you have received, we want to hear from you and will do our best to resolve the issue promptly.

1. How to Raise a Concern

If you have a concern about the mediation process or our conduct as a neutral, please email:

Email: sgm@middletonadr.com

Please include:

• Your full name
• Date of the mediation session or booking
• A brief summary of your concern

2. What Happens Next

We aim to acknowledge all complaints within 2 working days and provide a full response within 10 working days.

In most cases, concerns can be addressed quickly and informally through direct discussion or clarification. If further investigation is needed, we will inform you of the steps being taken and expected timelines.

3. Confidentiality

All complaints are treated in confidence and handled respectfully. Raising a complaint will not affect your right to use our services again in the future.

4. External Review

Because mediation is a private and non-regulated process in many jurisdictions, there may not be a formal regulatory body to review complaints. However, where legally required or ethically appropriate, we may refer complaints to a relevant professional body or mediator certification board.

5. Feedback and Improvement

We welcome feedback from all clients as part of our commitment to continuous improvement. Your comments help us ensure a consistently high standard of mediation service.