Comments and Complaints Policy and Procedure
Ros Lucas is committed to providing a quality mediation service and working in an open and accountable way that builds trust and respect. One of the ways in which she can continue to improve her service is by listening and responding to the views of clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right. Therefore, she aims to ensure that:
- making a comment or complaint is as easy as possible
- she welcomes comments, feedback and suggestions
- she treats a complaint as a clear expression of dissatisfaction with her service which calls for an immediate response
- she deals with it promptly, politely and, when appropriate, confidentially
- she responds in the right way – for example, with an explanation, or an apology where she have got things wrong, or information on any action taken etc.
- she learns from complaints, use them to improve her service, and review annually her complaints policy and procedures
Her aims are to:
- resolve informal concerns quickly
- keep matters low-key
- enable dialogue between the complainant and herself to resolve the situation.
This policy ensures that she welcomes comments and provides guidelines for dealing with complaints from clients and recipients of her services.
A comment may be an expression of satisfaction about the standard of service she provides.
A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method.
Ros is always glad to hear from people who are satisfied with the services she offers. All comments are recorded and acknowledged.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
Ros Lucas’ Mediation Service’ responsibility will be to:
- acknowledge the formal complaint in writing
- respond within a stated period of time
- deal reasonably and sensitively with the complaint
- take action where appropriate
A complainant’s responsibility is to:
- bring their complaint to her attention normally within 8 weeks of the issue arising, preferably in writing
- raise concerns promptly and directly
- explain the problem as clearly and as fully as possible, including any action taken to date
- allow a reasonable time for Ros Lucas’ Mediation Service to deal with the matter
- recognise that some circumstances may be beyond the Service’s control.
Except in exceptional circumstances, every attempt will be made to ensure that confidentiality is maintained. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.
Formal Complaints Procedure
Written records must be made at each stage of the procedure.
In the first instance, the seriousness of the complaint must be established.. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed. Dependent on the type of complaint, and any potential loss to the client, Ros will notify the professional indemnity insurer.
If the complaint cannot be resolved informally, the client should be advised that a formal complaint should be made to the relevant membership body (see footer logos for relevant professional bodies and CMC complaints resolution service at: www.civilmediation.org/governance/13/complaints-resolution-service ).
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