1. Complaints may be made in writing, by e-mail, by telephone, in person or by any other reasonable means in respect of any service we have supplied to you that falls under the regulation of the Compensation Act 2006.  Confirmation of complaint details will be requested for clarification in writing and logged by the Company. You should refer your complaint to:- 

Managing Director

Assured Mediation Limited

Windsor House

192-194 Stafford Street

Walsall

WS2 8ED

info@assuredmediation.co.uk

Tel: 01922 627400

2. We reserve the right to decline to consider a complaint, which is made more than 6 months after you became aware of the cause of the complaint. On occasion, entirely at our own discretion, we may waive this requirement. If a complaint is received outside this time limit and we are willing to consider it, you will be informed in writing

3. Within 5 business days of receipt of a complaint, a response will be sent to you confirming whether it is within the acceptable timescales for consideration and clearly identifying the person responsible for the investigation into your complaint and that, they have sufficient authority to settle the complaint or access to a person with such authority. Where possible, the person dealing with your complaint, will not have been directly involved in the subject matter of the complaint.

4. Within four weeks of receiving a complaint, we will send you either:

a) a final response which adequately addresses the complaint; or

b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

5. With eight weeks of receiving a complaint we will send you either:  

a) a final response which adequately addresses the complaint; or

b) a response which:

i, explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and

ii, informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

6. Where we feel it appropriate, due to any acts or omissions for which we are responsible, we will offer fair compensation and will comply with any offer of redress, which you accept.  Appropriate redress will not always involve financial redress; it may involve an apology, an offer to redo the work or the refund of a fee.

7. If you are not satisfied with our handling of your complaint, or if your complaint is not resolved within 8 weeks, you may refer your complaint to:- 

Claims Management Regulator

PO Box 7824

Burton on Trent

Staffordshire

DE14 9DP

info@claimsregulation.gov.uk

Tel: 0845 4506858

8. The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award.

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