Code of Conduct

QL operates according to the European Code of Conduct for Mediators (2004). A copy of this code may be obtained from Alistair Coyne, Development Director at a.coyne@qlmediation.com.

Customer Feedback

We pride ourselves on having a feedback system under which we invite, receive, assess and review all comments by the parties and their lawyers or representatives, in respect of mediations conducted by QL mediators.

Complaints Procedure

QL Mediation expects a high standard from all of our mediators. We will consider any complaint in detail and with the seriousness it merits. We will take any criticism into account to improve our service in the future.

In the first instance, please raise any complaint or concern with the mediator who handled your case.   We find that an informal discussion over the telephone is often the best way to deal with complaints.

However if you prefer to write, please write to your mediator directly stating:-

  • Your name and details of how to contact you
  • Details of your complaint
  • What you would like to happen

If you remain unhappy after receiving the mediator’s response, and if the complaint does not relate to an aspect of our administration, you should write to:

Alistair Coyne, Development Director
QL Mediation LLP
Suite 1 Third Floor
1 Duchess Street
London W1W 6AN
a.coyne@qlmediation.com

Alternatively, if your complaint is about aspects of administration, you should you should write to:

Andrew Hildebrand
QL Mediation LLP
Suite 1 Third Floor
1 Duchess Street
London W1W 6AN
a.hildebrand@qlmediation.com

Upon receiving any complaint in writing, the person to whom the complaint has been addressed will:

  • acknowledge the receipt of your complaint within five working days with an indication of how long it will take to send you a detailed response. (If you do not receive an acknowledgement within this timeframe please contact us in the event that it has not been received.) We may also need to ask you for further information.
  • Investigate your complaint carefully and thoroughly.
  • Write back to you with a full reply within 15 working days (occasionally we may need longer than this but this will be indicated in the acknowledgment letter). The reply will set out
    • The nature and scope of their investigation
    • The conclusion on each complaint and the basis for their conclusion
    • If they find that you are justified in your complaint
    • Their proposals for resolving the complaint.

A written record of the formal complaint and all other related papers, replies, etc. will be kept on file for a period of six years.

All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary.

We hope that you will use our procedure and that this will resolve any outstanding issues. However, if you remain dissatisfied, with any aspect of our handling of your complaint, then we will attempt to resolve this promptly through negotiation, and otherwise agree to enter into mediation with you.

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