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Complaints Policy

Clearway Mediation
A trading name of Nova Shore Ltd

Last updated: 05/08/2026

1. Introduction

Clearway Mediation is committed to providing a professional and structured mediation service.

If you are dissatisfied with any aspect of the service provided, you have the right to raise a complaint. This policy explains how complaints are handled and the steps involved in reviewing and resolving concerns.

Clearway Mediation operates as a trading name of Nova Shore Ltd, registered in England and Wales.

2. Our Approach to Complaints

Complaints are:

  • Taken seriously
  • Reviewed fairly and impartially
  • Handled confidentially
  • Addressed in a timely manner

Raising a complaint will not affect your right to access mediation services or to seek further guidance.

3. What Can Be Complained About

A complaint may relate to:

  • The standard of service provided
  • Professional conduct
  • Communication
  • Administrative processes
  • Delays or procedural concerns

This policy does not apply to disagreements between mediation participants, as mediation outcomes are based on voluntary discussion and mutual decision-making.

4. How to Make a Complaint

Complaints should be made in writing and include:

  • Your full name
  • Contact details
  • A clear description of the concern
  • Relevant dates
  • Any supporting information

Complaints can be sent to:

Clearway Mediation
A trading name of Nova Shore Ltd
Email: support@clearwaymediation.co.uk
Postal Address: 128 City Road, London, United Kingdom, EC1V 2NX

If you require reasonable adjustments in order to submit a complaint, please contact us to discuss appropriate arrangements.

5. Complaint Handling Process

Step 1 – Acknowledgement

Your complaint will be acknowledged in writing within 5 working days of receipt.

Step 2 – Review

The complaint will be reviewed by an appropriate representative of Nova Shore Ltd who was not directly involved in the matter where possible.

Relevant documentation and information will be considered as part of the review.

Step 3 – Response

A written response will normally be provided within 20 working days of acknowledgement.

If additional time is required due to complexity, you will be informed and provided with an updated timeframe.

The response will outline:

  • The findings of the review
  • Any action taken (if appropriate)
  • Any further steps available to you

6. Complaints About Mediators

Mediation sessions are delivered by mediators working within the Clearway Mediation service.

If your complaint relates to the conduct of a mediator, this will be reviewed in accordance with:

  • Professional standards
  • Applicable mediation codes of practice
  • Regulatory or accreditation body requirements (where relevant)

Where appropriate, you may also have the right to refer your complaint directly to the mediator’s professional or accreditation body. Details will be provided if applicable.

7. Confidentiality

All complaints are handled confidentially.

Information will only be shared where necessary to properly investigate the complaint or where required by law.

8. Record Keeping

A record of complaints received and their outcomes will be maintained securely in accordance with data protection requirements.

Records are retained in line with regulatory and professional obligations.

9. If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may have the option to escalate the matter to a relevant professional or regulatory body, where applicable.

Information about further escalation routes will be provided in the final response if relevant to your case.

10. Contact Information

Clearway Mediation
A trading name of Nova Shore Ltd

Registered in England and Wales
Company Number: 16873887

Registered Office: 128 City Road, London, United Kingdom, EC1V 2NX

Email: support@clearwaymediation.co.uk