Complaint procedure for Mediation services

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1. Acknowledgment of the Complaint:

   • Please write your complaints to Can Canko at ccanko@canko.co.uk .

   • Upon receiving a complaint, Canko Consultancy will promptly acknowledge it in writing within 5 working days.

   • The acknowledgment will include the contact details of the person handling the complaint

2. Investigation Process:

   • Canko Consultancy will conduct a thorough and impartial investigation.

   • The investigation will be completed within 21 working days. If this time frame cannot be met, the complainant will be informed in writing, along with an expected resolution date.

3. Resolution:

   • After the investigation, Canko Consultancy will provide a detailed response addressing all issues raised in the complaint.

   • If the complainant remains unsatisfied, they have the right to appeal.

4. Appeal Process:

   • Appeals must be submitted within 21 working days after receiving the initial response.

   • An independent panel, not involved in the original investigation, will review all appeals.

   • The final decision on the appeal will be communicated to the complainant in writing.

5. External Review:

   • If still dissatisfied, complainants can seek an external review from regulatory bodies overseeing mediation services.

   • if the response is not accepted the complainant can appeal to the CMC on certain grounds, and provide details of how to do this. Details of the CMC's appeal processes can be found here: https://civilmediation.org/for-thepublic/complaints

6. Documentation & Transparency:

   • All stages of complaint handling are meticulously documented.

   • Procedures are transparent and readily accessible to ensure clients are informed and confident in the process.

7. Continuous Improvement:

   • Canko Consultancy regularly reviews its complaints procedure to enhance effectiveness and client satisfaction.