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Location
34 Brookland avenue LU7 3QX Leighton Buzzard United Kingdom
Phone
+44 (7546) 301 827
info@eandplegal.co.uk
Complaint
Complaint
1. Introduction
At E&P Legal, we are committed to delivering a consistently high standard of civil and commercial mediation. We take pride in the professionalism, neutrality, and quality of our services. If you have concerns about any aspect of your experience, we welcome the opportunity to address them promptly and fairly.
This procedure outlines how we manage complaints in accordance with the Civil Mediation Council’s (CMC) Minimum Standards for Registered Providers.
2. How to Make a Complaint
Complaints may be submitted in writing, by email, or via our contact form. Please direct all complaints to:
Complaints Officer
E&P Legal Ltd
38 Rothesay Road
Luton, England
LU1 1QZ
info@enadplegal.co.uk
3. Acknowledgement of Complaints
We will acknowledge your complaint in writing within 5 working days of receipt.
4. Investigation and Response Timeline
We will conduct a thorough investigation and provide a written response within 21 working days.
If additional time is needed, we will notify you in writing, explain the reason for the delay, and confirm a revised response deadline.
5. Independent Handling of Complaints
Where a complaint concerns one of our mediators or relates to a specific mediation, the investigation will be handled by a person who was not involved in the mediation or associated case. This is to preserve the impartiality and integrity of the review process.
6. During or Prior to Mediation
If a complaint is raised before or during mediation, we will take all reasonable steps to ensure the process remains fair, impartial, and unaffected.
Where appropriate, the mediation may be paused or reassigned to another mediator in agreement with the parties involved.
7. Appeals Process
If you are dissatisfied with the outcome of your complaint, you may submit an appeal within 14 calendar days of receiving our response. We will acknowledge your appeal within 5 working days and issue a final written response within 21 working days.
Should we require more time, you will be informed of the reason for the extension and given a new expected date for response.
8. Referral to the Civil Mediation Council (CMC)
If you remain unsatisfied after exhausting our internal complaints process, you may refer your complaint to the Civil Mediation Council — but only on specific permitted grounds.
For further details, visit:
https://civilmediation.org/for-the-public/complaints/
9. Record Keeping
We maintain confidential written records of all complaints, including:
- The details of the complaint
- The steps taken during investigation
- The outcome and final decision
These records are reviewed periodically to improve our service standards.
10. Accessibility
This Complaints Procedure is publicly available and will also be published on our website upon launch.
11. Contact for Enquiries
If you have questions about this procedure or wish to discuss your concerns informally before lodging a complaint, please contact our
Complaints Officer: info@enadplegal.co.uk
