Complaints and feedback

The best thing any organisation can do is learn from their mistakes, so we want to hear if you're unhappy.

If we've failed to measure up, please get in touch and tell us about your experience.

  • Making complaint

    Making a complaint

    You can get in touch in a number of ways.

    If a representative or support person is making the complaint on your behalf, please let us know and we will ensure we have the correct authority to contact that person.  

    If you need assistance at any time in making your complaint, please don’t hesitate to contact our Complaints Investigator at, or by phone on 0800 77 44 22.

  • Considering complaint

    What can we consider?

    We can consider complaints about:

    •    the conduct of the people who handled your case
    •    the service that we gave you.

    We cannot investigate:

    •    the correctness of any direction, decision or agreement made in your case
    •    or what occurs within a mediation, as this is a confidential process.

    For many of the dispute schemes we run there are specific appeal options available through the Courts and Tribunals. See for more information.

    If your complaint is referred onto a dispute practitioner’s professional membership body, we will let you know. A referral will be considered for concerns raised regarding professional practice.

  • What happens complaint

    What happens when you make a complaint?

    When we receive a complaint, we will:

    •    acknowledge it
    •    consider it, and
    •    respond to let you know the outcome.

    We have a dedicated complaints team and complaints process. We aim to complete our complaints process and respond back to you within 15 working days or sooner. 

    However, we may not be able investigate your complaint while the dispute resolution process in progress. We’ll let you know if we must wait to investigate your complaint. 
    We may do this to ensure the independence of the dispute resolution process.