Sarah Mckendrick as Mckendrick Mediation
Complaints Procedure: 

Introduction
1. This document sets out the processes to be followed when someone wishes to make a complaint to or against Mckendrick Mediation.
Scope
2. This procedure is available to anyone who is or has been involved in a mediation that Mckendrick Mediation has conducted, whether as a sole mediator or co-mediator. This includes Participants, Counsel, Solicitors, Litigation Friends and Supporters who have signed the Agreement to Mediate. It does not include Observers.
3. This procedure covers Mckendrick Mediation's conduct of a mediation or pre-mediation meeting. It also covers any pre-mediation correspondence.
Procedure Commencement
4. A complaint should be put in writing and sent to Mckendrick Mediation. Who will, within 48 hours, acknowledge receipt of the complaint.
Informal Discussion
5. Within 48 hours of acknowledging the complaint Mckendrick Mediation will contact the complainant and agree a date and time for a telephone conference. The purpose of the conference will be to achieve a thorough understanding of the complaint and hopefully to correct any misunderstanding and/or to achieve resolution.
6. Following such informal discussion Mckendrick Mediation will, within 48 hours, send minutes of our discussion. The complainant will have an opportunity to comment upon and, if necessary, invite correction of the minutes.
7. Following agreement of the minutes Mckendrick Mediation will send a final version within 48 hours. If the solution or part of the solution is that an apology be given Mckendrick Mediation will send it with the final version of the minutes. Where any other form of corrective action is agreed Mckendrick Mediation will wherever possible carry it out within seven days.
Formal Meeting
8. If the informal discussion does not result in resolution, Mckendrick Mediation will immediately invite the complainant to attend a meeting with Mckendrick Mediation which may be in-person or by Zoom/Teams et al.
9. At a formal meeting a complainant may be accompanied by a legal adviser or other supporter.
10. The purpose of the formal meeting will be further to explore the complaint as appropriate and agree resolution. The agreed resolution will be put in writing and signed by the relevant attendees before the end of the meeting.
11. If an apology is the agreed action it will be sent within 48 hours of the end of the meeting. Where any other form of corrective action is agreed Mckendrick Mediation will wherever possible carry it out within seven days.
Escalation
12. Miss Mckendrick is a member of the Society of Mediators and the CMC. If the formal meeting does not result in resolution the complaint may be escalated to the Society of Mediators or to the CMC, which will determine the matter according to its procedures.
Signed,
Sarah Mckendrick
10th August 2026
Review date: 10th August 2027