World Mediation Forum

Corrections & Complaints Policy

Our commitment to accuracy, transparency and addressing your concerns

World Mediation Forum is committed to maintaining the highest standards of accuracy and fairness in all published content. When errors occur, we correct them promptly and transparently. When concerns are raised about our service, we investigate them thoroughly and professionally. This policy outlines how we handle corrections and complaints, what constitutes a material error, and how users and mediation providers can report inaccuracies or raise concerns.

1. Our Commitment to Accuracy

We strive to ensure all information published on World Mediation Forum is accurate, up-to-date and verified through multiple sources. This includes:

• Mediation service contact details (phone numbers, email addresses, websites)
• Service descriptions and specialisations
• Ranking positions and scores
• Professional accreditations and memberships
• Geographical coverage areas
• Pricing and fee structures where published
• Service availability and operating hours

All content undergoes editorial review before publication, and we maintain ongoing monitoring to identify and correct errors as they arise.

2. Types of Corrections

Minor Corrections

Minor errors that do not materially affect the content’s meaning or accuracy, including:

• Typographical errors and spelling mistakes
• Grammatical errors
• Formatting inconsistencies
• Broken or outdated hyperlinks

Action: Minor corrections are made immediately without formal acknowledgement, though all changes are logged internally.

Material Corrections

Significant errors that could affect user decisions or materially misrepresent a mediation service, including:

• Incorrect contact information (phone numbers, email addresses, website URLs)
• Inaccurate service descriptions or specialisations
• Errors in ranking positions or evaluation scores
• Incorrect accreditation or membership claims
• Wrong geographical coverage information
• Misrepresentation of pricing or fee structures
• Factual errors about service availability

Action: Material corrections are made promptly with transparent acknowledgement as outlined in Section 4 below.

Clarifications

Content that is technically accurate but could be misleading or unclear without additional context.

Action: Clarifications are added to provide context and improve user understanding, with acknowledgement where appropriate.

3. How to Report an Error

Who Can Report Errors

Anyone can report errors, including:

• Website users and visitors
• Mediation service providers
• Professional associations and regulatory bodies
• Industry experts and practitioners

How to Submit a Correction Request

To report an error, please provide the following information:

• Page URL: The specific page where the error appears
• Error description: Clear description of what is incorrect
• Correct information: What the accurate information should be
• Supporting evidence: Documentation or sources supporting the correction (where applicable)
• Your contact details: So we can follow up if needed

Submit correction requests through our contact form, clearly marking the subject as “Correction Request”.

Response Timeframes

• Acknowledgement: Within 2 working days of receipt
• Investigation: Completed within 5 working days
• Resolution: Corrections made within 7 working days of verification
• Urgent corrections: Critical errors (incorrect contact information) are prioritised and corrected within 24 hours where possible

4. How We Handle Corrections

Verification Process

Before making any correction, we verify the accuracy of the reported error through independent sources. This may include:

• Checking official provider websites and documentation
• Contacting regulatory bodies or professional associations
• Reviewing public records and verified databases
• Conducting test enquiries where appropriate

Making Corrections

Once verified, corrections are implemented as follows:

• Minor corrections: Updated immediately without formal notice
• Material corrections: Updated with an editor’s note acknowledging the correction
• Ranking changes: If an error affects ranking position, the ranking is recalculated and updated with explanation

Transparency in Material Corrections

For material corrections, we add an editor’s note to the corrected content in the following format:

Record Keeping

We maintain internal records of all corrections, including:

• Date and time of correction
• Nature of the error
• Source of the correction request
• Verification sources used
• Editorial decision and rationale

5. Appeals Process

Disagreement with Editorial Decisions

If you disagree with our decision not to make a requested correction, or believe a correction was handled inappropriately, you may appeal by:

• Submitting additional evidence supporting your position
• Requesting a senior editorial review
• Providing expert opinion or regulatory guidance where relevant

Appeal Review Process

Appeals are reviewed by a senior editor not involved in the original decision. The appeal review process takes up to 10 working days, and our final decision will be communicated in writing with full reasoning.

6. Proactive Error Prevention

Editorial Standards

To minimise errors, we maintain rigorous editorial standards including:

• Multiple-source verification of all factual claims
• Editorial review before publication
• Regular content audits and updates
• Standardised templates for service information
• Quality assurance checks on ranking calculations

Regular Updates

We proactively update content on a rolling basis to ensure accuracy, including:

• Quarterly review of all ranked services
• Monthly verification of contact information
• Immediate updates when notified of significant changes
• Annual comprehensive review of methodology and rankings

Learning from Errors

We analyse patterns in corrections to identify systemic issues and improve our processes. Common error types are addressed through enhanced editorial guidance, additional verification steps, or improved data sources.

7. Complaints Policy

Scope of Complaints

We welcome complaints about any aspect of our service, including:

• Unfair or inaccurate representation of mediation services
• Perceived bias in rankings or evaluations
• Concerns about our methodology or research process
• Editorial standards or content quality
• Website functionality or accessibility issues
• Data protection or privacy concerns
• Communication and customer service
• Any breach of our editorial policy

How to Submit a Complaint

Complaints should be submitted in writing through our contact form with “Formal Complaint” in the subject line. Please include:

• Your contact details: Name, email address, and phone number (optional)
• Details of the complaint: Clear description of the issue and why you believe it is a problem
• Relevant evidence: Links to specific pages, screenshots, or documentation supporting your complaint
• Desired outcome: What resolution you are seeking
• Previous contact: Details of any previous communication with us about this issue

Complaints Handling Process

All complaints are handled through the following process:

Complaint Outcomes

Following investigation, we may:

• Uphold the complaint: Agree that an error or breach has occurred and take corrective action
• Partially uphold: Accept some elements of the complaint while explaining our position on others
• Not uphold: Explain why we believe our actions were appropriate and in line with our policies
• Recommend improvements: Identify process improvements even if the specific complaint is not upheld

Corrective Actions

When complaints are upheld, we may take the following actions:

• Correct inaccurate content with appropriate acknowledgement
• Re-evaluate ranking positions using correct information
• Publish clarifications or updates
• Review and improve relevant processes or editorial guidelines
• Provide additional training to team members
• Issue a formal apology where appropriate

Appeal to Senior Management

If you remain dissatisfied with the outcome of your complaint, you may request a review by senior management. Appeals must be submitted within 10 working days of receiving our initial response and should explain why you believe the decision was incorrect or the process was flawed. Senior management will review all evidence and provide a final decision within 14 working days.

Vexatious or Repeated Complaints

We reserve the right to decline to investigate complaints that are:

• Substantially the same as a previous complaint that has already been fully investigated
• Clearly vexatious, abusive or intended to cause disruption
• Based on hypothetical scenarios rather than actual content or actions
• Submitted anonymously without sufficient detail for investigation

In such cases, we will explain our decision not to investigate and provide information about any alternative options available.

Learning from Complaints

We view complaints as valuable feedback that helps us improve our services. All complaints are reviewed regularly to identify trends, systemic issues, or opportunities for improvement in our processes, methodology, or editorial standards.

Confidentiality

Complaints are handled confidentially. We will not share your personal information or the details of your complaint with third parties unless required by law or with your explicit consent. However, we may reference general themes from complaints (without identifying details) when explaining changes to our processes or policies.

8. Limitations and Exclusions

What This Policy Does Not Cover

This corrections policy does not apply to:

• Editorial judgement: Differences of opinion about ranking positions or evaluation criteria
• Methodology disputes: Disagreements about our evaluation approach (covered by our methodology page)
• Historical content: Content that was accurate at the time of publication but is now outdated
• External links: Content on third-party websites linked from our site
• User comments: If we enable user comments in future, these would be governed separately

Changes to Service Information

While we make every effort to keep service information current, mediation providers may change contact details, services, or other information between our review cycles. We update this information as soon as we become aware of changes, but cannot guarantee real-time accuracy for all provider details.

Report an Error or Submit a Complaint

If you have identified an error on World Mediation Forum, would like to request a correction, or wish to submit a formal complaint, please contact us through our contact form.

Please mark the subject line as:

• “Correction Request” for factual errors or inaccuracies
• “Formal Complaint” for service complaints or concerns about our processes

For questions about this policy, please see our Editorial Policy or contact us directly.

Last updated: December 2025