All complaints should be submitted to kevin.churchill@cernothames.com

 

We assure you that, we will,

1. seek feedback from the Client and the Parties (and their lawyers and representatives where applicable) at the end of each dispute resolution process, and undertakes to receive, assess and review comments sought, with the intention of improving client-care and/or party-care and customer service.

2. investigate any and all complaints made against us.

3. acknowledge all complaints, in writing, within 5 working days of receipt of the complaint.

4. investigate and respond to all complaints within 21 working days of receipt of the complaint and where additional time is required we shall notify the complainant in writing.

5. explain the process of appeal if the complainant does not accept the outcome of the complaint.

 

Where the complainant does not accept the outcome of the complaint, they may resubmit their complaint to the Civil Mediation Council (CMC) in accordance with the following procedures.  Details of the CMC's procedures and appeal processes can be found at URL: https://civilmediation.org/for-the- public/complaints/

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A record of all complaints and their subsequent outcome shall be kept in writing for a period of 6 years after the satisfactory conclusion or the complaint.