Our commitment to customers Chapel Mediation Service is committed to providing an outstanding level of service. We aim to ensure that making a complaint is as simple as possible

We treat all complaints seriously

We deal with any complaint promptly, fairly and in confidence

We learn from complaints and use them to improve our service 

What is a complaint? A complaint is when you tell us that you are not happy about the service we provide. It could include:

If we do not deliver a service on time

If we give you the wrong information

If you receive a poor-quality service

If the complaint involves an organisation or person outside our control, we will direct you to the relevant point of contact.    How do we deal with complaints? We try to resolve complaints as soon as they arise. Wherever possible a member of staff will endeavour to resolve any complaint, however communicated, as soon as they become aware of it. We recognise however that some issues may arise that are incapable of immediate resolution. If a resolution is not achieved by a member of staff, we will forward your complaint to the appropriate Local Authority Commissioning Officer responsible for commissioning the service.  Response Times In dealing with any complaint we will:-

Acknowledge receipt of your complaint within five working days

Issue a full response within 28 days.

Where it is not possible to meet the above response time, we will keep you informed and provide an explanation for the delay. 

How to make a complaint If you wish to make a complaint you can contact us in any of the ways listed below:-

By email to suehall11@sky.com

In writing to Chapel Mediation Service, St Clare’s Chapel, Victoria Road, Barnard Castle, Co.Durham. DL12 8HR

By telephone on 07792227526

Further complaints If you have exhausted our internal complaints procedure and you are still dissatisfied with the resolution of your complaint you may make a further complaint to the Civil Mediation Council (CMC).  Comments and compliments We always welcome any other comments and compliments about our service. Please contact us in any of the ways mentioned above.v