Mediation Complaint Handling Procedure

For further information contact Andrew Gardner BSc (Hons) FRICS FCIArb on:

02920 346346/07831 341604 or


If you have a complaint, then this note sets out the procedure which complies with Rule 7 of RICS Regulation’s Rules of Conduct for Firms, which we will follow in dealing with that complaint. This note specifically relates to matters arising in respect of complaints regarding Mediation services.

A person has been appointed in this office to deal with complaints and you should not hesitate to contact the relevant person. Details are set out below:

Mr A Gardner, BSc (Hons) FRICS FCIArb
Managing Director
Cooke & Arkwright
7 – 8 Windsor Place
CF10 3SX

Telephone: 029 20 346332

In the event of a complaint relating to Mediation Services provided directly by Andrew Gardner then in such a situation any complaint may be directed to Mr Philip Angell BSc MRICS, Director, at the same address above.

All complaints relating to Mediation will be acknowledged within 5 working days.

Where your complaint is initially made orally, you may be requested to send a written summary of your complaint to the person dealing with it.

Once we have received your written summary of the complaint, all complaints will be investigated and responded to within 21 working days of receipt. The person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.

If you are dissatisfied with any aspect of our handling of your complaint, you should contact Mr M A Lawley BSc. FRICS MCIArb. He is the Cooke & Arkwright Chairman and will personally conduct a separate review of your complaint and contact you within fourteen days to inform you of the conclusion of this review.

If the response is not accepted the complainant can appeal to the Civil Mediation Council [CMC] on certain grounds. Details of the CMC's appeal processes can be found here:

Barclays have a long standing relationship with Cooke & Arkwright who continue to provide us with first class service and advice.

Steve Thomas, Director Real Estate Team, Barclays, South West and Wales