Our Conduct

Our Code of Conduct

We have adopted the Civil Mediation Council Code of Conduct, which in turn incorporates the EU Code for Mediators, available here.


We value feedback on our mediators. We ask you to complete Feedback forms. This can be done online or by scanning a hard copy to admin@hexagonmediation.com


If you do not receive a feedback form with the draft Mediation Agreement please let us know. Or ask the mediator for one on the day of the mediation.

Review of Performance

Copies of Feedback forms are stored centrally and reviewed every 6 months at meetings of the full panel. Copies are sent to the mediator about their performance.


Records of any complaints are stored centrally and are reviewed every 6 months at meetings of the full panel. Copies are sent to the mediator concerned.


All of our panel mediators sign an undertaking that they will abide by whatever decision is made by the investigators or the CMC.


The range of remedies available to the investigators are:


  • Requiring an apology to be given by the mediator.
  • Remission or refund of fees.
  • Payment of compensation.
  • Removal from the Panel.


NB: All remedies may be subject to consent from our Professional Indemnity Insurers.


If you are dissatisfied with any aspect of our service or that of our mediators please let us know as soon as possible as we would like to try and resolve any concerns as soon as they arise.


Our formal Complaints procedure is as follows. It has two stages:

Stage 1:

  • Email details of your complaint to admin@hexagonmediation.com
  • If your complaint is about a mediator please also send it to them. You may submit your complaint in any form that you wish but if you would like a complaint form please request one at admin@hexagonmediation.com
  • Please make sure that you specify what you would like to happen about your complaint.
  • Your complaint will be acknowledged within 48 hours.
  • It will be investigated by two mediators who were not involved in the subject matter of your complaint.
  • If you wish to discuss your complaint with them by telephone please say so and give your contact details.
  • The investigating mediators may contact you to clarify your complaint.
  • A reply will be sent to you within 10 working days.

Stage 2:

If you are unhappy with the outcome of the investigation you may ask for it to be referred to the Civil Mediation Council (the CMC).  You must submit your request in writing within 7 working days of having received the decision and set out in details your reasons why you disagree.


  • Please do this my email to admin@hexagonmediation.com
  • We will acknowledge your request within 48 hours.
  • We will refer your complaint to the Civil Mediation Council within 5 working days of receiving your email request addressed to: admin@hexagonmediation.com

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