Complaints Procedure

Our Commitment 

We will consider any complaint we receive in detail and will respond promptly. Any complaint will be treated confidentially and will not affect our future service to you. We will consider all criticism in order to improve our service in the future. 

Who should I contact? 

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, any details of any complaint made will be passed on as soon as possible to THMP Project Manager, Irene Grindell. 

Should you remain dissatisfied after discussing the matter informally, or if you prefer to write, please write to Irene Grindell, 712 Leopold Buildings, Columbia Road, London E2 7NP.  Please include your name, the name of the party/parties on the other side of any mediation and the date of any mediation that has taken place or is booked. 

It would also be helpful if you could provide a telephone number (even if you have already provided one) to make sure that we the correct contact information should we need to contact you urgently for any reason. If you remain unhappy after receiving the mediator’s response, or if the complaint does not relate to any particular mediator but is about an aspect of our administration, you should email THMP Project Manager, Irene Grindell, at the following address:

If writing or email is not an appropriate form of communicating for you, you may contact THMP via telephone on 07853805057. We will be happy to listen to you. 

What happens next? 

Upon receiving any complaint in writing, THMP will acknowledge your complaint within five working days. The complaint will be investigated fully and in detail. We may need to contact you for further information. Thereafter, a written response will be provided within ten working days, unless a short extension of that time is required, in which case we will discuss that with you. 

If you are not satisfied with our response, you may refer your complaint to: The Registrar at The Civil Mediation Council, 218 The Strand, London WC2R 1AT.


Most frequent questions and answers

Mediation gives you a safe space for difficult conversations.

It is a voluntary process where independent, impartial mediators help people recognise and acknowledge their position in a dispute and work towards resolving the conflict. 

Community mediation is confidential and flexible to the specific needs of all participants. THMP mediators facilitate the process without giving advice or expressing opinions. They work in an empathic and non-judgemental way in an informal setting which puts all parties at ease. 

The process

  • All sessions are currently conducted online using video conferencing. 
  • Mediators initially meet up separately.
  • If both parties agree, a joint online mediation session is arranged. 
  • Parties are encouraged to talk openly and respectfully and acknowledge their differences and recognise common grounds and shared needs. 
  • Mediators explore options with the parties, affirm steps made and encourage new ideas for getting their needs met. 
  • Mediators help the parties to discover their own solution and make choices based on realistic expectations. 

Mediation can help you to sort out in your mind what is ‘your’ best way forward, a bit like coaching. We can help you to talk to your neighbour in a safe way after we have coached you both. 

You can stop the process at absolutely any point. It’s always your call – the ball is in your court. 

If mediation doesn’t work, you have lost nothing as it’s free, but more importantly you will gain confidence in deciding what you want to do next as we help you to make a plan moving forward.

There are no costs involved to anyone at any stage of the mediation process.