Calm Mediation seeks to ensure that its service users are provided with a service of the highest possible standard. To this end it will investigate fully and fairly any concerns or complaints and will seek to rectify any failings or sources of legitimate dissatisfaction that are identified.
Stage 1:
In the first instance, we will seek to deal with any concerns raised on an informal basis so that the matter can be resolved by discussion as quickly as possible.
Where a service user is dissatisfied with the service received, they should contact the relevant Case Coordinator or Service Manager who will acknowledge the concern in writing within 5 working days and will respond directly to discuss the matter within 14days of being notified.
The Case Coordinator or Service Manager will seek to resolve the matter, responding in writing within 21 working days from the discussion.
Stage 2:
If the matter cannot be resolved by the Case Coordinator or Service Manager, the service user can make a complaint to the Chief Executive Officer by telephone, email or letter. The complaint will be acknowledged within 14 working days.
On receipt of the complaint, the Chief Executive Officer will investigate the complaint, responding with a decision in writing within 28 working days of acknowledging the complaint.
Contact details:
Chief Executive Officer
Calm Mediation
92 Camberwell Road
London
SE5 9EG
Telephone: 020 7603 4014
Email: info@calmmediation.org
Stage 3:
Where a service user is dissatisfied with the Chief Executive Officer’s decision, they can escalate their complaint to Calm Mediation’s Board of Trustee’s. The escalated complaint will be acknowledged within 14 working days.
The escalated complaint will be referred to a Complaints Review Panel comprising two members of Calm Mediation’s Board of Trustee’s. The service user may be invited to attend the Panel which will be scheduled within 42 working days of receiving the escalated complaint.
The Complaints Review Panel will then make a final decision and this will be communicated to the service user in writing by the Chairperson of the Complaints Review Panel within 14 working days from the date of the Panel.
Contact details:
Board of Trustees
Calm Mediation
92 Camberwell Road
London
SE5 9EG
Email: info@calmmediation.org
In the event the complaint is regarding community or workplace mediation and the steps above do not result in a resolution, a final complaint appeal can be made to the Civil Mediation Council.
International Dispute Resolution Centre
100 St Paul’s Churchyard
3rd Floor
London
EC4M 8BU
Complaints Process FAQ – Civil Mediation
In the event the complaint is regarding family mediation and the steps above do not result in a resolution, a final complaint appeal can be made to the Family Mediation Council.
International Dispute Resolution Centre
Juxton House
1 Paternoster Lane
London
EC4M 7BQ
https://www.familymediationcouncil.org.uk/complaints-about-mediators
In the event the complaint is regarding compliance with restorative justice standards and the steps above do not result in a resolution, a final complaint appeal can be made to the Restorative Justice Council.
Restorative Justice Council
Rouen House
Rouen Road
Norwich
NR1 1RB
https://restorativejustice.org.uk
In the event the complaint relates to the delivery of restorative justice services in London commissioned by Mopac, a final complaint appeal can be made to Mopac.
The Mayor’s Office for Policing And Crime (MOPAC)
2nd, The Queens Walk
London SE1 2AA
In the event the complaint relates to the delivery of training accredited by the Open College Network (ONC) a final complaint appeal can be made to ONC London https://ocnlondon.org.uk
Last updated 16 May 2025.
