Complaints Policy

We take any dissatisfaction seriously. We hope you’ll never need to use this process, but for peace of mind, our complaints policy is set out below. In the first instance, please call us and we’ll talk through how we can help resolve any issues.

1. Objective:
Angel Mediation website is committed to providing a transparent and effective platform for dispute resolution. This policy outlines the procedure for addressing and resolving complaints from users.

2. Submission of Complaints:
Users may submit complaints through the designated complaint form on the website. All complaints must include relevant details and be submitted within 30 days of the disputed incident.

3. Acknowledgment:
Upon receiving a complaint, we will acknowledge it within 5 business days. The acknowledgment will include a reference number for future correspondence.

4. Investigation:
We will conduct a thorough investigation into the complaint, seeking additional information if necessary. This process aims to understand the issue from all perspectives.

5. Resolution:
We strive to resolve complaints within 30 days of acknowledgment. If more time is needed, the user will be notified of the delay, along with an estimated resolution timeline.

6. Communication:
Throughout the process, clear and concise communication will be maintained. Updates on the investigation and resolution progress will be provided to the user via email.

7. Appeals:

Users dissatisfied with the initial resolution may appeal within 14 days of receiving the outcome. Appeals will be reviewed independently, and a final decision will be communicated within 21 days.

8. Feedback:
We encourage users to provide feedback on the complaints process. This valuable input helps us continuously improve our mediation services.

9. Confidentiality:
  All information related to complaints will be treated with utmost confidentiality. Only parties directly involved in the resolution process will have access to relevant details.

10. Policy Review:
This complaints policy will be periodically reviewed to ensure its effectiveness and relevance. Any necessary updates will be communicated to users.

By using our mediation services, users agree to abide by this complaints policy. We are dedicated to fostering a fair and constructive mediation environment.