Complaints

Code of Conduct

Taktika Mediation Services is bound by and undertakes to comply with the European Union Code of Conduct for Mediators. The European Code is available to view and download from the following website address: http://ec.europa.eu/civiljustice/adr/adr_ec_code_conduct_en.pdf

Complaints

TMS takes seriously any complaint arising from the mediation service it provides and takes active measures to gather feedback regarding the performance of its mediators. However, should you feel the need to complain, in the first instance please contact the Director of Mediation Services by email at mediation@taktika.co.uk

If you wish to raise a complaint formally, please write to:

TBS Ltd
Lytchett House
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA

Please provide your name, address, details of the nature of your complaint and how you would like the matter resolved.

Your complaint will be dealt with by an independent senior mediator and will not be investigated by the person about whom you have a complaint. The person handling the investigation will write to you as soon as possible to let you know that they have been appointed and that they will reply to your complaint within 21 days. If they find later that they are not going to be able to reply within 21 days, they will set a new date for their reply and inform you.

The response will set out:

  • How they carried out their investigation
  • What they investigated
  • What was concluded on each complaint and the reasons for reaching such conclusions
  • Whether they find that you your complaint was justified
  • Any proposals for resolving the complaint

All conversations, correspondence and related documents will be treated as confidential and will be disclosed only to the extent necessary to complete the investigation. Disclosure may be made to third-party senior mediators brought in for the specific purposes of investigating the complaint and anyone else we consider necessary to involve in investigating the complaint including the mediator or staff member about whom you have complained.

If such a complaint is made, we will assume that you are authorising those investigating the complaint to view all the documents and correspondence relevant to the complaint.

A written record of the formal complaint and all associated documents and correspondence will be retained on file for a period of six years.

We hope that our complaints procedure resolves any outstanding issues, however, if you remain dissatisfied at the outcome, you may take up your complaint with the Civil Mediation Council by writing to them at the following address:

Civil Mediation Council
The International Dispute Resolution Centre
70 Fleet Street
London EC4Y 1EU

Telephone: 07841 017905

Details of the Civil Mediation Council’s complaints procedure can be viewed at: https://civilmediation.org/for-mediators/complaints/

Downloadable Content (pdf): ADR EU Code of Content