kiteleon mediation services civil commercial probate workplace

Complaints and Concerns

Introduction and Commitment to Quality

At Kiteleon Mediation Services, we are committed to providing the highest quality mediation services to all our clients. We value your feedback and view complaints as an opportunity to improve our services and maintain the trust you place in us.

This document outlines our complaints procedure, ensuring transparency and fairness in how we handle any concerns you may have about our services.

How to Make a Complaint

You can submit your complaint through any of the following channels:

  • Email: Send your complaint to our dedicated complaints email address
  • Phone: Contact our complaints handling team directly

We recommend submitting complaints via email where possible to ensure all details are accurately captured.

What Information We Need

To help us address your complaint effectively, please provide:

  • Your full name and contact details
  • The service or case reference number (if applicable)
  • A clear description of your complaint
  • Any relevant documentation or correspondence
  • Your preferred outcome or resolution

Our Complaint Handling Process

Our complaint handling process consists of the following steps:

  1. Acknowledgment of your complaint within 24 hours
  2. Initial assessment and assignment to a complaints handler
  3. Investigation of the issues raised
  4. Communication of findings and proposed resolution
  5. Implementation of agreed actions
  6. Follow-up to ensure satisfaction with the resolution

Timeframes

We are committed to resolving complaints promptly and efficiently:

  • Acknowledgment: Within 24 hours
  • Initial Response: Within 5 working days
  • Full Resolution: Within 15 working days
  • Complex Cases: Up to 30 working days (we will keep you informed of progress)

Contact Information

Appeals Process

If you are not satisfied with the resolution of your complaint, you can appeal the decision:

  • Submit your appeal in writing within 14 days of receiving our final response
  • Include any new information or evidence that supports your appeal
  • Your appeal will be reviewed by a senior member of our team not previously involved in your case
  • We aim to conclude appeals within 20 working days

If you remain dissatisfied after the appeals process, you may be eligible to escalate your complaint to relevant external bodies or regulatory authorities.

Nothing on this website constitutues legal advice

© 2025 Kiteleton Mediation Services

Don’t let financial concerns prevent you from seeking the support you need during this important transition.

Income-Based Hardship Discount We understand that financial circumstances can create additional stress during divorce. Our income-based hardship program provides discounts for individuals who may need financial assistance. The discount amount is determined based on household income and other relevant financial factors.

Military Discount We’re proud to support our service members by offering a 30% discount on all mediation services to active military personnel. This discount reflects our commitment to those who serve our country and recognizes the unique challenges military families face during divorce proceedings.

To Apply for a Discount: Contact our office to discuss your situation and receive information about the application process. We’ll work with you to determine your eligibility and ensure you have access to the mediation services you need. All inquiries about fee assistance are handled confidentially and with respect.

Remember, investing in mediation often proves more cost-effective than traditional litigation, while providing better outcomes for both parties. 

Click here
Don’t let financial concerns prevent you from seeking the support you need during this important transition.

Income-Based Hardship Discount We understand that financial circumstances can create additional stress during divorce. Our income-based hardship program provides discounts for individuals who may need financial assistance. The discount amount is determined based on household income and other relevant financial factors.

Military Discount We’re proud to support our service members by offering a 30% discount on all mediation services to active military personnel. This discount reflects our commitment to those who serve our country and recognizes the unique challenges military families face during divorce proceedings.

To Apply for a Discount: Contact our office to discuss your situation and receive information about the application process. We’ll work with you to determine your eligibility and ensure you have access to the mediation services you need. All inquiries about fee assistance are handled confidentially and with respect.

Remember, investing in mediation often proves more cost-effective than traditional litigation, while providing better outcomes for both parties. 

Book a Call