Complaints Policy

 

Aims

Joe Johnson Mediation aims to provide a responsive and timely service to all our clients.

We will:

  • treat all complaints seriously and deal with them properly;
  • resolve complaints promptly; and
  • learn from complaints and take action to improve our service.

If you feel that you have cause for complaint or wish to raise any issue with us please email:

joe@jjmediation.co.uk

What we need to know

  • Your name and details of how to contact you, including email address and telephone number.
  • Details of your complaint.
  • What you would like to happen.

What we will do for you

We will:

- Acknowledge the receipt of your complaint within five working days with an indication of how long it will take to send you a detailed response. (If you do not receive an acknowledgement within this timeframe please contact us in case it has not been received.)

- Ensure that someone other than the mediator to which the complaint relates will investigate your complaint carefully and thoroughly.

- Write to you with a full reply within 14 working days (occasionally we may need longer than this but this will be indicated in the acknowledgment letter).

- Not treat you any less favourably as a result of complaining about our services.

 

If the response is not accepted the complainant can appeal to the CMC on certain grounds. Details of the CMC's appeal processes can be found here: https://civilmediation.org/for-the-public/complaints/

Other Feedback

We would also encourage you to provide us with compliments and feedback if we have exceeded expectations so that we can learn from things we are doing right as well as from our mistakes.

With your consent we might ask you to provide a testimonial if you are happy with our services. All steps will be taken to maintain confidentiality where required.

 

Tel: 07870233140

 

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