Complaints Procedure

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Firm Choice Mediation (FCM) is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways we continue to improve our service is by listening and responding to the views of our clients and stakeholders, by responding positively to complaints, and by putting mistakes right. 

Therefore we aim to ensure that:

• making a compliment or complaint is as easy as possible.
• all complaints will be acknowledged in writing within five working days of receipt.
• we treat a complaint as dis-satisfaction with our service which calls for an immediate response.
• Registered Mediation Providers, the investigation will be carried out by a third party mediation company – Essential Mediation Services.
• all complaints will be investigated and responded to within 21 working days of receipt. The procedure may on occasions require further time, in which case the complainant will be notified in writing
• we deal with complaints promptly, politely and, when appropriate, confidentially
• we respond in the right way - for example, with an explanation, or an apology when warrantied by providing additional information.
• Regulated Mediators and Registered Mediation Providers must keep written records of any complaints received.
•  if the response is not accepted the complainant can appeal to the CMC on certain grounds, and provide details of how to do this. Details of the CMC's appeal processes can be found here: 
• https://civilmediation.org/for-thepublic/complaints/
• As regulated and registeredmediators we keep records of all complaints.

We recognise that many concerns will be raised informally and dealt with quickly. 

We aim to:

• resolve informal concerns quickly
• keep matters low-key
• enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

2. Definitions 

A compliment is an expression of satisfaction about the standard of service we provide. 

A complaint is defined as any expression of dis-satisfaction; however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain”, or “complaint” is not used. 

3. Purpose

We are always glad to hear from people who are satisfied with our services.  All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

4. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly,  consistently and resolved to the complainant's satisfaction wherever possible,

5. Responsibilities

Firm Choice Mediation's responsibility will be to:

• acknowledge the formal complaint in writing.
• respond within a stated period of time.
• deal reasonably and sensitively with the complaint.
• act where appropriate.

A complainant's responsibility is to:

• bring their complaint, in writing, to Firm Choice Mediation’s attention normally within 8 weeks of the issue arising.
• raise concerns promptly and directly with a member of staff in Firm Choice Mediation.
• explain the problem as clearly and as fully as possible, including any action taken to date.
• allow Firm Choice Mediation a stated period to deal with the matter, and
• recognise that some circumstances may be beyond Firm Choice Mediation’s control.

6. Confidentiality: 

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Firm Choice Mediation maintain confidentiality. 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 facts). Should this be the case, the situation will be explained to the complainant.

7. Complaints Procedure:

Written records must be made by Firm Choice Mediation at each stage of the procedure.

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. Howver, if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to explain this.

a) A formal complaint can be made either verbally or in writing. If in writing the attached form should be used.If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor. 

b) In all cases, the complaint must be passed on to a responsible person. In the event of a complaint about the responsible person the complaint should be passed to the responsible person’s superior, and if the complaint is about the responsible person’s superior this must be passed on to the Chair of the Trustee Board.

c) The responsible person or responsible person’s superior, depending on the nature of the complaint, must acknowledge the complaint in writing within one week of receiving it.

d) One of the above individuals will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and their Line Manager.

e) The person making the complaint will receive a response based on the investigation within four weeks. If this is not possible then a letter must be sent explaining why.

Stage 3

a) If the complainant is not satisfied with the above decision, a sub-group of the Trustee Board will be convened.

b) The sub-group will examine the complaint and may wish to carry out a further interviews or examine files and / notes. They will respond in writing within four weeks. Their decision will be final.

Firm Choice Mediation Ltd 

Complaints Form

You may use this form for suggestions or to make a complaint about Firm Choice Mediation Ltd.

We would like you to return this form as soon as possible.

Your Name…………………………………………………………………………..

Address …………………………………………………………………………...

 …………………………………………………………………………..

Telephone …………………………………………………………………………..

Date of incident 

Approximate time of incident

Suggestion / Complaint 

What action would you like to be taken?

What times are convenient for an appointment to discuss this matter?