Complaints Procedure

Complaints Procedure

Any Complaints to service should follow the Complaints Procedure below.

A complaint is defined as any expression of dissatisfaction with the service provided.

In the event of any dissatisfaction you should contact the Co-ordinator, Roger Salvetti. Complaints may be either written or verbal. We aim to resolve all client complaints within twenty-eight days of receipt of the complaint.
Notes are taken when complaints are received verbally.
Roger Salvetti will discuss the complaint with the client by telephone and acknowledge the complaint to the client in writing and that it is being investigated.
Roger Salvetti investigates the complaint. All relevant people will be given the opportunity to give their opinions on the complaint. Roger Salvetti decides that action needed to resolve the complaint, and advises the client in writing of the results of the investigation. The investigations aim to understand the root causes leading to the complaint. The investigation and outcome are recorded on the complaint form.
Options open to Roger Salvetti include:

Informing the client that the complaint has been investigated and found to be not justified with defined reason
Giving the client an apology and offering remedial action or compensation
Giving an assurance that it will not occur again, together with
Referral to the Officers of Solent & Wessex Civil Mediation Group

Any complaint that involves negligence or a potential claim against professional indemnity insurance is brought to the attention of our insurers as soon as possible.
Roger Salvetti is responsible for ensuring that all complaints are progressed satisfactorily and for maintaining copies of all notes, correspondence and documents regarding a complaint in the central file with completed complaint form. Complaint files and records are retained for a minimum period of [3] years.
The Officers or to whom they delegate shall review all complaints at the review meeting determine any particular trends, identify the root causes of problems, and consider whether any changes in procedures are necessary. Any preventative action is agreed, recorded on the client complaint form and implemented to minimise the possibility of such complaint recurring again.
Any further dissatisfaction of the officers in relation to the complaint shall be referred to the Members’ Professional Body

Feedback from Clients

Roger Salvetti may discuss any mediator’s performance from time to time with clients, both by telephone and face to face to review performance, obtain feedback, and the extent to which services provided meet client’s expectations. All negative comments are recorded and opportunities for improvement are noted on a client feedback form.
Client complaints are formally actioned and reviewed according to the complaint procedure.
Roger Salvetti will send a feedback form (see attached) after each mediation to obtain feedback on performance. The results will be analysed and summarised into a brief report of areas of common concern and opportunities for improvement.
Roger Salvetti shall maintain a file on each individual mediation containing feedback, comments, and complaints from

Clients that require further action
General trends
Areas of weakness
Appropriate improvement actions

Roger Salvetti will discuss the review confidentially with each mediator.

The above information and other feedback from clients are reviewed six monthly and consolidation by Roger Salvetti into a report of all mediators’ performances covering strengths and weaknesses. Such report is reviewed by the Management Committee, and actions agreed to improve performance