Complaints Procedure

COMPLAINTS PROCEDURE

Medius Dispute Solutions Ltd. (trading as Medius Disputes)

INTRODUCTION

My name is Cristian Tarcatu, a qualified mediator and the founder of Medius Dispute Solutions (trading as Medius Disputes). As a regulated mediator committed to transparency and accountability, I take all complaints seriously and aim to resolve them fairly and efficiently. This procedure outlines how complaints are handled within my practice, in alignment with the standards set by professional bodies such as the International Mediation Institute (IMI) and the Civil Mediation Council.

If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns with us promptly. This procedure outlines how complaints are handled.

1. SUBMITTING A COMPLAINT

Complaints must be submitted in writing to:

Email: Cristian@medius-disputes.co.uk

Post: Cristian Tarcatu
Medius Dispute Solutions
71-75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom

For your complaint to be investigated promptly, please include: your name, contact details, a copy of the mediation agreement, details of the complaint, and any supporting evidence.
Complaints must relate to mediations concluded within the previous 12-month period.

2. CONFIDENTIALITY CLAUSE

All complaints are treated confidentially.
Parties may disclose information only to the extent necessary for complaint resolution.
Complaint handlers are bound by confidentiality agreements.

3. ACKNOWLEDGEMENT

We will acknowledge your complaint in writing within 5 working days of receipt.

4. INVESTIGATION

Your complaint will be investigated fairly and impartially.
For complaints involving a mediator, the investigation will be conducted by someone not involved in the case.
We aim to respond fully within 21 working days. If more time is needed, we will notify you in writing.

5. OUTCOME

You will receive a written response detailing our findings and any actions taken.

6. APPEALS

If you are unsatisfied with the outcome, you may appeal in writing within 14 days of your response.
Appeals will be reviewed by an independent senior member of our team.

7. ESCALATION

As a regulated mediation services provider, we are a member of the International Mediation Institute (IMI) and the Civil Mediation Council (CMC).
If you remain dissatisfied after our internal process, you may escalate your complaint to the IMI and the CMC by following the links below.

Details are available at:

International Mediation Institute – https://imimediation.org/practitioners/complaint-procedure
Civil Mediation Council – https://civilmediation.org/complaints/

8. RECORD-KEEPING

All complaints and outcomes will be recorded and stored securely for at least 3 years
Annual anonymised summaries may be shared with the CMC for quality improvement.

ACCESSIBILITY

This procedure is available on our website and upon request.