Complaints Procedure (Mediation)
We constantly strive to deliver the best quality service possible to our clients. Throughout our working relationship with clients and parties, we very much welcome ongoing feedback regarding what is going well and any areas that could be improved. We see constructive feedback as a good thing, both for us as a business and for our current and prospective clients. Part of our ethos is establishing root cause for our clients and this applies equally for our business. To provide us with feedback, we ask that you talk to us directly or drop us an email at email@example.com. Complaints Should you feel that our service has fallen below the expected standards, and we have failed to rectify the issue, we operate the following formal complaints procedure. Where the timescales are defined within this procedure, they are maximum timeframes. We will always strive to fulfil each respective step as soon as possible.
1. You should send an email to firstname.lastname@example.org providing the following information:- • Brief description of the issue • Brief description of any steps taken to resolve the issue informally. • Where appropriate, any potential resolution issue that you can identify
2. You will receive a conclusion to your complaint, including any suggested actions to resolve your complaint by email no more than 15 working days from the date of receipt of your email. Should our suggested resolution be accepted then no further steps in this procedure will be required and the complaint will be closed.
3. An appropriate investigation will be carried out, which will include, as necessary, discussions with yourself or other parties as required.
4. You will receive details of any conclusion to your complaint, including any suggested actions to resolve your complaint, by email within no more than 15 working days. Should our suggested resolution be accepted no further steps will be required and the complaint will be closed.
5. Should our suggested resolution to your complaint not be acceptable you can appeal this explaining your reasons why and suggesting any alternative resolution that you feel we should consider or any information we may have missed or overlooked.
6. We will consider your appeal involving an independent third party and will respond within no more than 5 working days with our final conclusion.
7. This conclusion may or may not be different to that reached in step 4 of this procedure. Should our suggested resolution be accepted at this stage no further steps in this procedure will be required.
8. Where the suggested solution at step 7 is not considered acceptable, you can escalate your complaint to the Civil Mediation Council (CMC). A link to their escalation procedure is provided here https://civilmediation.org/complaints/