The NMPA is committed to providing its users with a good service in all areas of our operations.
Our intention is to provide a service that our users are completely satisfied with. However, for those occasions when our service does not meet the standards you expect of us, we want to hear from you so that we can improve it.
We will investigate any complaint:
✓ Relating to an NMPA Member’s services and/or conduct in giving you information about mediation and/or setting up a mediation.
We will not investigate any complaint:
✓ Relating in any way to the individual mediator appointed by the NMPA provider NMPA who should be dealt with through the NMPA members’ internal complaints procedure.
✓ If you have a complaint about the mediator appointed by the NMPA member you will need to refer to that NMPA member’s internal complaints procedure.
If you are not satisfied with the outcome of the NMPA’s member’s procedure you will be able to refer your complaint to the Civil Mediation Council.
✓ Deal with a complaint you have made in a prompt and timely manner.
✓ Let you know who has been appointed to investigate your complaint.
✓ Fully investigate your complaint.
✓ Advise you of the outcome of your complaint and any action taken.
✓ If you have a complaint please send it by post or email to:
c/o Lamb Chambers
London, EC4Y 7AA
Please provide us with:
✓ Your name, address, telephone number and email address
✓ Full details of your complaint including the name of the NMPA member to which your complaint relates
Your complaint will be dealt with as follows - we will:
✓ Acknowledge receipt of your complaint within 5 working days and aim to complete our investigations within 48 days of acknowledging your complaint.
✓ Let you know within the above timescales if we would like further time to investigate your complaint.
Within that time we will:
✓ If necessary, ask you for further details in relation to your complaint
✓ Ask the NMPA member about whom you have complained to give their views on your complaint.
✓ Ask a member of the NMPA’s Committee to consider both your complaint and the NMPA member’s response to your complaint, and make a recommendation as to any action that may be required.
✓ In appropriate cases, offer to arrange a meeting between the relevant parties to seek to resolve the matter as appropriate.
✓ Refer your complaint to the chairman of the NMPA’s Committee for further consideration if you are not satisfied with the response you receive.
✓ Advise you of the outcome of this further review within 21 working days of the end of the review.