Feedback Policy and Procedure

We love hearing from happy clients and candidates. If you feel you have received excellent customer service, please let us know and we will tell others!
We welcome reviews on Google and recommendations on LinkedIn and you will see we share good news stories on our socials.

If we need to do better in something, please follow the steps below.

Complaints Procedure

Introduction

Nomad Mediation are committed to providing a high quality service to all our customers. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future.

Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service. We treat all complaints in confidence.

How you can make a complaint

You can complain by sending an email to us at amy@nomadmediation.co.uk or you can send a written complaint by post to Nomad Mediation, Plough Hill Road, Nuneaton, Warwickshire CV10 0PJ.

Alternatively you can telephone us on 024 7639 4238 but please be aware we may, where appropriate, ask you to provide further details in writing.

How we handle complaints

If the complaint is regarding the mediation service received, the investigation will be carried out by somebody other than the mediator that the complaint relates to.

We will respond to confirm receipt. We will acknowledge a complaint within 5 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints completed within 15 working days unless we agree a different time scale with you.

Time limits

You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

If you are dissatisfied with the outcome

For mediation complaints only, if you are dissatisfied with the suggested outcome, you can appeal to the CMC on certain grounds - https://civilmediation.org/for-thepublic/complaints/

Privacy Policy

1. Introduction

We are committed to protecting your privacy. As a mediation service, we understand and value the importance of confidentiality and discretion.

Due to the nature of our work, we do not routinely collect, store, or process large volumes of personal data as it is not required for our services.

However, we do collect limited information submitted via our website’s Contact Us page to facilitate communication and respond to enquiries.

2. What Data We Collect

We only collect limited personal data necessary to provide our mediation services. This may include:

Names and contact details (e.g. email address, phone number)
Dispute summary relevant to the mediation process
Information submitted via our Contact Us page, such as your name, email address, phone number, and message content

We do not collect sensitive personal data unless explicitly required and with your consent.

3. How We Use Your Data

We use your data solely for the purpose of:

Communicating with you regarding mediation sessions
Responding to enquiries submitted via our website
Facilitating the mediation process
Complying with legal obligations (if applicable)

We do not use your data for marketing, profiling, or automated decision-making.

4. Data Sharing

We do not share your personal data with third parties unless:

You give explicit consent
We are legally required to do so (e.g. court order)

5. Data Retention

We retain personal data and mediation files only for as long as necessary to fulfil the purpose for which it was collected. Typically, this means:

Any notes, records and contact details are securely destroyed within 3 months
Mediation Agreements are held indefinitely, in case they are ever requested.

6. Your Rights

Under UK GDPR, you have the right to:

Access your personal data
Request correction or deletion
Object to processing
Lodge a complaint with the Information Commissioner’s Office (ICO)

You can view our registration certificate with the Information Commissioners Office (ICO) here

To exercise any of these rights, please contact us at amy@nomadmediation.co.uk

7. Security

We take appropriate measures to protect your data, including:

Secure email and document handling
Restricted access to any records
Regular review of our data practices

8. Changes to This Policy

This policy was created in September 2025 and will be reviewed and updated, either within two years or when legislation requires. Any changes will be posted on our website and, where appropriate, notified to you directly.