Complaints Process
Our commitment to professional standards
Essat Mediation is committed to providing a professional, independent and effective mediation service.
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Feedback is welcomed and any concerns about the service provided will be taken seriously. This process explains how you can raise a complaint and how it will be considered.
Who can make a complaint?
A complaint may be made by someone directly affected by the mediation service provided, including:
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A party to a mediation
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A legal or professional representative
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A referrer or instructing organisation
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Another person directly involved in the service provided
A complaint may relate to professional conduct, communication, administration or another aspect of the mediation service.
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A complaint is not a mechanism for challenging the outcome of a mediation or an agreement voluntarily reached by the parties.
How to make a complaint
Where possible, concerns should initially be raised with Faizal Essat so that they can be understood and, where appropriate, addressed promptly.
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Formal complaints should be made in writing and should include:
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Your name and contact details
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The mediation or matter concerned
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A clear description of your complaint
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Relevant dates or circumstances
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Any outcome you would like to be considered
Complaints can be submitted by email to:
What happens next?
Your complaint will be acknowledged in writing within 5 working days of receipt.
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The complaint will then be reviewed and investigated fairly and objectively.
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A written response will normally be provided within 21 working days of receiving the complaint.
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If additional time is reasonably required because of the nature or complexity of the issues, you will be informed in writing and provided with an updated timeframe.
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Appropriate written records of complaints and their outcome will be maintained.
Confidentiality
Complaints will be handled sensitively and, as far as reasonably possible, confidentially.
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Information may need to be considered or disclosed where necessary to investigate a complaint properly, comply with professional or regulatory requirements, obtain professional advice or respond to proceedings arising from the complaint.
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The confidentiality of the mediation process will continue to be respected.
Civil Mediation Council
Where the complaint concerns a matter falling within the jurisdiction of the Civil Mediation Council (CMC)and you remain dissatisfied following completion of Essat Mediation’s complaints process, you may be entitled to refer the matter to the CMC.
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Complaints to the CMC are subject to its own eligibility requirements, grounds and time limits. At the date of this policy, complaints against a regulated mediator should normally be made to the CMC within three months of the conclusion of the mediator’s own complaints process.
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Further information about the CMC’s complaints procedure is available from the Civil Mediation Council.
Our approach
The purpose of this process is to ensure that concerns are considered openly, fairly and within an appropriate timeframe.
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Where a complaint identifies an opportunity to improve the service provided, that feedback will also be considered as part of Essat Mediation’s ongoing professional practice.
Keeping this policy up to date
Our Complaints Process is reviewed and updated periodically.
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Last reviewed: August 2026