Complaints procedure

If you have a complaint about the service you have received, please write to Laurence Gray by email at mediation@laurencegray.com or by post to Stanton House, St Just in Roseland, Truro, Cornwall TR2 5HZ.

Please set out the nature of your complaint clearly and include any relevant dates or reference information. The more detail you can provide, the easier it will be to investigate and respond fully.

Your complaint will be acknowledged within five working days of receipt. Laurence will then investigate the matter and provide a full written response within 21 days of the acknowledgement. If more time is needed — for example because the matter is complex — you will be kept informed of progress.

Laurence takes all complaints seriously. Where a complaint is upheld, he will explain what went wrong and, where appropriate, what steps will be taken to prevent it happening again.

If you are not satisfied with the response to your complaint, you may refer the matter to the Civil Mediation Council (CMC), the professional body with which Laurence is registered. The CMC operates a complaints process for registered mediators.

Further information about the CMC complaints process is available at civilmediation.org.

All complaints will be handled confidentially and in accordance with Laurence Gray Mediation's privacy policy. Information relating to a complaint will only be shared where necessary to investigate or respond to it.