Emma Tunnard Mediation endeavours to provide the best possible service to all our users of mediation. However, if something has gone wrong, we will respond to any complaints efficiently.

1. Please notify us of your complaint or concern by telephone in the first instance, as it may be something that can be rectified easily and promptly.
2. However, if you would prefer to do so in writing, please email us at info@emmatunnardmediation.com.
3. Please include your name and contact details within the email, along with a brief description of your concerns or complaint. If you have any helpful documentation, please include these in the email.
4. We will acknowledge any concerns or complaints within 5 working days of receipt.
5. We will request a meeting with you, which can be online or in-person, whichever is your preference.
6. If the matter cannot be resolved at a meeting, we will investigate further and respond to you in writing within 21 days of receipt of your complaint, to try and resolve any issues effectively.
7. In certain circumstances we may need longer than 21 days to investigate a complaint, in which case we will notify you of this in writing.
8. Please note that any concerns or complaints about a particular mediator will be dealt with by someone else who is unconnected to your case.
9. If you remain dissatisfied with any aspect of how we have handled your concern or complaint, in certain circumstances you will be able to forward your complaint to the Civil Mediation Council. Details of the process can be found here.