Complaints
Sentinel Mediation Complaints Procedure
We hope you have no cause for complaint; however, ‘Sentinel’ recognises that sometimes things may not go as smoothly as we would have liked. If you are unhappy with the service that you have received from us, we are anxious to know about it.
How to Complain: Mediation
During the mediation itself, please raise the issue with the mediator as soon as possible so that the problem can be dealt with straight away.
After mediation, the procedure is to communicate your experience in writing within 14 days by either email to mediation-complaints@sentinelsport.co.uk or writing to ‘Mediation Complaints Adjudicator’ at the address below:
Sentinel
5 Baneberry Drive
Featherstone
South Staffordshire
United Kingdom
WV10 7TR
What Actions Can We Take?
We will review your complaint and write to you with one or more of the results below:
- No further action will be taken
- Refund full or some of your fees
- Recommend an independent review / expert determination of the issues
- Offer a written apology
- Review our policies or processes
- Provide any other outcome suitable to resolve the complaint
Your complaint will be acknowledged within 5 working days and in most cases you will receive a response within 21 days of receipt of the complaint. Should there be any further delay the complainant will be notified in writing of such a delay.
Your complaint will be acknowledged within 5 working days and in most cases you will receive a response within 21 days of receipt of the complaint. Should there be any further delay the complainant will be notified in writing of such a delay.
‘Sentinel’ hopes that we can resolve things to your satisfaction; however, if you are still unhappy and wish to take your complaint further to an external body, then the CMC (Civil Mediation Council) operates a final stage complaint procedure. They can be contacted at the address given below.
England & Wales
The Civil Mediation Council
100 St Paul’s Churchyard,
3rd Floor,
London
EC4M 8BU.
Rest of The World
International Mediation Institute
Fluellin Burgwal 58
2511 CJ The Hague
Netherlands
Your legal rights are not affected.