Complaints Procedure...

We hope you have no cause for complaint, however, FranRec recognises that sometimes things may not go as smoothly as we would have liked. If you are unhappy with the service that you have received from us, we are anxious to know about it.

How to complain:
During the mediation itself, please raise the issue with the mediator as soon as possible so that the problem can be dealt with straight away.After mediation, the procedure is to communicate your experience in writing by either email to simon@franrec.co.uk or writing to Simon Wise at the address below: 

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FranRec Ltd 167-169 Great Portland Street, Fifth Floor, London, England, W1W 5PF
Your complaint will be acknowledged in writing within 5 working days of receipt. The complaint will be investigated and responded to within 21 working days of receipt. On occasion, further time may be required, in which case you will be notified of this in writing.
The investigation will be carried out by somebody other than the mediator that the complaint relates to.

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FranRec Ltd  hopes that we can resolve things to your satisfaction; however, if you are still unhappy and wish to take your complaint further to an external body, then the CMC (Civil Mediation Council) operates a final stage complaint procedure. Details of the CMC’s appeal processes can be found here: https://civilmediation.org/for-the-public/complaints/
They can also be contacted at the address given below.
The Civil Mediation Council
100 St Paul’s Churchyard
Third Floor
London
EC4M 8BU
01707 594 104

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