Unmask Your Potential 
School House, George Street, Hintlesham, Suffolk, IP8 3NH 
Founder & Complaints Handling Officer: Helen Kent 

(Compliant with Civil Mediation Council Minimum Standards) 

1. Introduction 

Unmask Your Potential is committed to providing a high-quality mediation service and to dealing with all clients fairly. We acknowledge that we may not always get it right, so if you are not completely satisfied with the service you have received, or if you consider that something has gone wrong, please tell us as soon as you can. 

In respect of complaints relating to civil and commercial mediation, we comply fully with the requirements of the Civil Mediation Council (CMC). 

2. Scope 

This procedure applies to: 

• Complaints made against Helen Kent as a Civil and Commercial Mediator. 
• Complaints made against Unmask Your Potential as a Registered Mediation Provider. 
• Complaints made against any mediator appointed by Unmask Your Potential. 

3. Accessibility 

• This complaints procedure is publicly available on our website and can be provided in hard copy upon request. 
• Alternative formats (large print, plain language summary) can be provided to ensure accessibility. 

4. How to Make a Complaint 

Complaints should be submitted in writing (email or letter) or raised directly with our Complaints Handling Officer (CHO): 

Helen Kent 
Unmask Your Potential 
School House, George Street, Hintlesham, Suffolk, IP8 3NH 

Email: support@unmaskyourpotential.com 

Tel: 07944 927395 

To help us understand your complaint, please include: 

• Your full name and contact details 
• What you believe went wrong 
• What you hope to achieve as a result of your complaint 
• Your file reference number (if applicable) 

If you require assistance in making your complaint, we will do our best to help. 

5. Acknowledgement 

• All complaints will be acknowledged in writing within 5 working days of receipt. 
• The acknowledgement will confirm who will investigate the complaint and the expected timescale. 

6. Investigation 

• Complaints will be investigated and responded to within 21 working days of receipt. 
• If further time is required, we will notify you in writing with reasons and a revised timescale. 
• The investigation will be impartial and carried out by someone other than the mediator concerned. 
• We may request further information or documents to assist the investigation. 

7. Response 

• You will receive a written response setting out our findings and any actions to be taken. 
• If the complaint is upheld, remedial action will be taken promptly (e.g., apology, corrective measures, training, or process changes). 
• If the complaint is not upheld, clear reasons will be provided. 

8. Escalation 

• If you are dissatisfied with the outcome, you may request a review by the CHO or her deputy within 21 days. 
• If you remain unhappy, you can appeal directly to the Civil Mediation Council (CMC) on specified grounds. 
• Details of the CMC’s appeal process can be found at: https://civilmediation.org/for-thepublic/complaints/ 

9. Costs 

• We will not charge you for handling your complaint. 
• Please note that if a bill has been issued for work done and remains unpaid, interest may be charged on the outstanding amount. 

10. Confidentiality 

• All complaints will be handled confidentially, with information shared only as necessary to investigate and resolve the matter. 
• Records will be stored securely in line with data protection requirements. 

11. Monitoring and Improvement 

• Complaints will be logged and reviewed annually to identify patterns and improve service quality. 
• This policy will be reviewed every 12 months to ensure ongoing compliance with CMC standards. 
• We value your feedback and use it to continually improve our service.