Definition of a Complaint
An expression of dissatisfaction with the service whether act or omission within 3 months of the last mediation session.
Contact Details for a Complaint
Email: hello@seachangemediation.co.uk
Written: Sea Change Mediation, Bragborough Hall Business Centre, Welton Road, Daventry, Northamptonshire, NN11 7JG
Telephone: 07868 701 832
Stage One – Initial Response
In the first instance the complaint should be directed to your mediator to allow them the opportunity to resolve the issue. We will respond/acknowledge the complaint as soon as possible and at the latest within 10 working days of receipt and provide you with a copy of the complaints procedure. The complaint can be made by telephone (notes of the telephone call will be taken) or in writing and notes will be kept as to remedial action taken.
Second Stage – Internal Consideration
If you remain dissatisfied following the initial response then the complaint will need to be made in writing, if not already done so, and this will be passed to either Amanda Weaver/Francine Bristo (whoever has not mediated your matter). The complaint will be acknowledged in writing within 10 working days of receipt. All mediators have a Professional Practice Consultant (PPC) who provides professional supervision and the mediator’s PPC will be notified within 7 days of the complaint being made. A copy of your file including all communications relating to the complaint will be emailed to your mediator’s PPC and you will be copied in to see that this has happened. You will be then offered a meeting with the Amanda Weaver/Francine Bristo and their PPC.
If the PPC is able to help us to resolve the complaint at this stage, the PPC will decide whether the other party to the mediation should be informed about the complaint. A formal written response detailing the complaint, the action taken to resolve the issue and the conclusion of the issue will be given within 30 working days of receipt of the initial complaint. A copy of this will be kept on the file and reviewed by the PPC.
Should it not be possible to comply with the timescales above a progress report will be provided by email with an updated timetable.
A record of the complaint and note of all action taken in response will be kept in the complaints log, this will be reviewed annually so that lessons can be learned.
Stage Three – Independent/External Consideration
If you feel the issue remains unresolved by the internal procedure and it involves a breach of the Family Mediation Council Code of Practice you may complain to the Family Mediation Standards Board so long as you have exhausted the internal complaints process within the last 3 months. Details of the Family Mediation Council’s complaints process can be found here: Complaints About Mediators - Family Mediation Council. Our privacy policy allows us to share information held by Sea Change Mediation with the Family Mediation Standards Board.
Third Party Complaints
We will not be able to disclose any confidential information that was shared between the mediator and the participant(s). It is standard practice to only provide third parties with a limited amount of information when responding to their complaints.
What Doesn’t Qualify as a Complaint
Complaints that appear to be of a vexatious or purely personal nature do not have to be investigated. Such complaints are when:
Responsibility for the Complaints Procedure
Francine Bristo is responsible for developing, monitoring, assessing and managing the complaints procedure. Each mediator is responsible for keeping their own complaints log. Complaints will be looked at for improving service and the complaints procedure will be reviewed every April.
An expression of dissatisfaction with the service whether act or omission within 3 months of the last mediation session.
Contact Details for a Complaint
Email: hello@seachangemediation.co.uk
Written: Sea Change Mediation, Bragborough Hall Business Centre, Welton Road, Daventry, Northamptonshire, NN11 7JG
Telephone: 07868 701 832
Stage One – Initial Response
In the first instance the complaint should be directed to your mediator to allow them the opportunity to resolve the issue. We will respond/acknowledge the complaint as soon as possible and at the latest within 10 working days of receipt and provide you with a copy of the complaints procedure. The complaint can be made by telephone (notes of the telephone call will be taken) or in writing and notes will be kept as to remedial action taken.
Second Stage – Internal Consideration
If you remain dissatisfied following the initial response then the complaint will need to be made in writing, if not already done so, and this will be passed to either Amanda Weaver/Francine Bristo (whoever has not mediated your matter). The complaint will be acknowledged in writing within 10 working days of receipt. All mediators have a Professional Practice Consultant (PPC) who provides professional supervision and the mediator’s PPC will be notified within 7 days of the complaint being made. A copy of your file including all communications relating to the complaint will be emailed to your mediator’s PPC and you will be copied in to see that this has happened. You will be then offered a meeting with the Amanda Weaver/Francine Bristo and their PPC.
If the PPC is able to help us to resolve the complaint at this stage, the PPC will decide whether the other party to the mediation should be informed about the complaint. A formal written response detailing the complaint, the action taken to resolve the issue and the conclusion of the issue will be given within 30 working days of receipt of the initial complaint. A copy of this will be kept on the file and reviewed by the PPC.
Should it not be possible to comply with the timescales above a progress report will be provided by email with an updated timetable.
A record of the complaint and note of all action taken in response will be kept in the complaints log, this will be reviewed annually so that lessons can be learned.
Stage Three – Independent/External Consideration
If you feel the issue remains unresolved by the internal procedure and it involves a breach of the Family Mediation Council Code of Practice you may complain to the Family Mediation Standards Board so long as you have exhausted the internal complaints process within the last 3 months. Details of the Family Mediation Council’s complaints process can be found here: Complaints About Mediators - Family Mediation Council. Our privacy policy allows us to share information held by Sea Change Mediation with the Family Mediation Standards Board.
Third Party Complaints
We will not be able to disclose any confidential information that was shared between the mediator and the participant(s). It is standard practice to only provide third parties with a limited amount of information when responding to their complaints.
What Doesn’t Qualify as a Complaint
Complaints that appear to be of a vexatious or purely personal nature do not have to be investigated. Such complaints are when:
- their purpose appears to be to intimidate, disturb, disrupt and/or unduly or unfairly pressurise the mediator or the Family Mediation Standards Board;
- they are persistent/repetitive and repeating the same or substantially similar complaints which have already been investigated;
- they are clearly unfounded and unsupported by evidence;
- they are irrelevant and relate to matters other than mediation; or
- abusive or offensive language is used.
- complaints of a personal nature are discriminatory or focus on the personal attributes or circumstances of a mediator rather than their actions as a mediator;
- complaints about a mediator contacting a potential participant; or
- complaints about a mediator not notifying a second mediation participant where a MIAM has taken place.
Responsibility for the Complaints Procedure
Francine Bristo is responsible for developing, monitoring, assessing and managing the complaints procedure. Each mediator is responsible for keeping their own complaints log. Complaints will be looked at for improving service and the complaints procedure will be reviewed every April.
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