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Complaints Policy

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:

Her aims are to:

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:


A complainant’s responsibility is to:


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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