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Complaints FAQ

What is the CMC's Complaints Process?

The Civil Mediation Council is committed to maintaining and improving professional standards, protecting the public and the reputation of the profession of mediator.

As a professional regulator the CMC has processes and procedures in place to ensure complaints about our members are thoroughly investigated and have due regard to proportionality and fairness.

The following questions and answers are designed to provide helpful information and general guidance about our regulatory and disciplinary framework.

The answers provided below are simplified explanations to important and often complex questions. These are updated periodically, and although they may not cover all scenarios or circumstances, more detailed information can be found using the links provided.

Frequently Asked Questions

In the following FAQ you will learn more about the CMC Complaints Process that is available to you.

FAQ for Mediation Clients

What sort of concerns can the CMC investigate?

We can only investigate complaints about persons or organisations that are members of the CMC. Complaints must be serious in nature and could call into question a member’s suitability to continue practising as a CMC regulated mediator.

Please read our Guidance on Making a Complaint (Part 2)

Are all mediators regulated by the CMC?

The CMC only regulates mediators who are CMC members. View all CMC members using our Mediator Search.

Can I complain directly to the CMC?

You should exhaust the mediator’s own complaints process initially. Only in exceptional circumstances will the CMC consider the complaint otherwise.

Will my concerns be shown to the mediator?

Yes, your concerns will be shared with the mediator and their response sought.

Can the CMC fine the mediator or obtain compensation for me?

The CMC cannot fine mediators or provide financial recompense. Read about possible outcomes of your complaint in our Guidance on Making a Complaint (Part 2).

How long does it take for the CMC to make a decision about a complaint?

It is anticipated that the CMC could take up to 6 months to determine a complaint after receiving it. However, matters are often concluded within a shorter timescale.

Where can I see past regulatory decisions?

Past regulatory decisions are public and can be seen on the page Complaints Outcomes.

If I do not agree with the CMC’s decision can I appeal it or have it reviewed?

No, the decision of the CMC is final.

What are possible outcomes of making a complaint?

If a complaint is accepted, the possible outcomes are:

  • Take no further action.
  • Issue a reprimand to mark previous misconduct.
  • Issue a warning as to future conduct.
  • Issue a reprimand and a warning.
  • Suspend membership status for a period not exceeding 12 months.
  • Remove membership status.

To learn more please read our Guidance on Making a Complaint.

If I believe I am eligible to make a complaint directly to the CMC, how should I proceed?

You can find further information about the Complaints Process here.

FAQ for CMC Regulated Mediator Members

What should I do if a complaint is made about me?

If a complaint is made about you, the CMC will contact you giving details of the complaint and ask you to respond.

Do I have to communicate with the CMC if they contact me about a complaint?

Yes, as a registered professional you should comply with reasonable requests from the CMC as part of the regulatory process. If you choose not to communicate with the CMC, that in itself could amount to serious professional misconduct.

Should I obtain independent legal or other advice?

This is a personal choice, however you may find advice of assistance.

Does every concern or breach of the Code of Conduct amount to serious professional misconduct?

No, not every concern will amount to serious professional misconduct. Complaints must be serious in nature and could call into question a member’s suitability to continue practising as a CMC regulated mediator.

Please read our Complaints Guidance to learn more.

If I am complained about, does my case automatically go to the Discipline Committee?

No, the complaint will initially go to the Investigating Committee who will consider:

  • If there is a realistic prospect of finding the allegations proved and
  • If there is a realistic prospect of a Discipline Panel making a finding of serious misconduct.

If the complaint is passed to the Disciplinary Committee, what are the regulatory outcomes available to the CMC?

In coming to a view the Committee will have regard to all the information before them, carefully weighing up the Mediator’s position with the public interest, with due regard to proportionality.

The outcomes available to the CMC are:

  • Take no further action.
  • Issue a reprimand to mark previous misconduct.
  • Issue a warning as to future conduct.
  • Issue a reprimand and a warning.
  • Suspend membership status for a period not exceeding 12 months.
  • Remove membership status.

Read more in our CMC Guidance on Disciplinary Outcomes.

Can the CMC suspend my membership whilst matters are under investigation?

Yes, if there is cogent evidence of serious risk to the public the CMC may seek a temporary suspension order on grounds of necessity.

What are the processes and procedures used by the CMC?

These are contained in the CMC Disciplinary Regulations 2024. A CMC Regulatory Flow Chart will be added soon.

What remedy is there for a CMC member who has had regulatory action taken against them?

A CMC regulatory decision may be reviewed only in circumstances where membership status has been suspended or removed and the grounds within the CMC Disciplinary Regulations have been met.

In what circumstances and where do the CMC publish regulatory decisions?

The CMC publish regulatory decisions on their website.

Read the CMC Disciplinary Publications Policy and view Published Outcomes on the CMC website.

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