Standards

Complaints procedure

I aim to provide a professional, impartial and courteous service in every mediation. If any part of that falls short, I want to know — promptly, and in enough detail that I can do something about it.

This procedure meets the minimum standards for complaints handling published by the Civil Mediation Council.

1. How to make a complaint

Complaints should be made in writing to roger@newbydisputeresolution.com, marked “Complaint”, or by post to the address held on file for you.

Please include:

your name and contact details;
the date and nature of the mediation concerned;
a description of what you are complaining about; and
what you would like to see happen as a result.

2. Acknowledgement

I will acknowledge your complaint in writing within five working days of receiving it, confirming who is handling it and the timescale for a response.

3. Investigation and response

I will investigate and provide a substantive written response within 28 calendar days of acknowledgement. Where a full response cannot be given within that period, I will write to you before it expires explaining why, and give a revised date.

Where it is possible and appropriate, the complaint will be reviewed by a person of suitable seniority who is independent of the matter complained of.

4. Referral to the Civil Mediation Council

At the conclusion of the complaints-handling process, a complainant may, in certain circumstances, refer the matter to the Civil Mediation Council (CMC). Such referrals are considered having regard to whether the matters raised could amount to Serious Professional Misconduct and could thereby meet the requisite high threshold of seriousness. Please note that, as a CMC referral relates only to matters which could give rise to Serious Professional Misconduct, this is not a route to compensation, redress, or resolution, and cannot be used to appeal, change, or otherwise alter or overrule the outcome of a CHP. Further information is available at www.civilmediation.org/concerns.

5. Confidentiality

Complaints and their handling are treated in confidence, subject to any legal or regulatory obligation to disclose. Making a complaint does not waive the confidentiality or without-prejudice status of the mediation itself.

6. Records

A written record of all complaints, the actions taken and the outcomes is kept for at least three years and made available to the Civil Mediation Council on request.

This procedure is published at www.newbydisputeresolution.com/complaints.html and is drawn to the attention of participants at the outset of every mediation.