Jacky Lewis Mediator: Complaints Procedure

It is my aim to provide satisfactory mediation, to meet parties’ expectations of professionalism and service and to resolve any complaints as efficiently, effectively and politely as possible. I take complaints very seriously, and consider them in a full and fair way. I take great care to protect your confidentiality.

If you are not entirely satisfied with any aspect of my service please let me know as soon as possible to allow me to address your concerns promptly. I will never discriminate against parties who have made a complaint. Please address all complaints directly to me. If I cannot resolve your complaint immediately it will be acknowledged in writing within 7 working days and I aim to provide a full response within 60 working days. If you are not satisfied with my response, it will be referred to my supervisor (Professional Practice Consultant).  If you remain unsatisfied, the complaint should get referred to my Member Organisation (ADR Group).

I will keep comprehensive and confidential records of your complaint, which will be stored securely and will do my upmost to find a solution that resolves the complaint.

I regularly seek out and analyse mediation parties’ feedback so as to improve my service and I therefore welcome feedback, comments and suggestions. If you are dissatisfied with my response to your complaint you can take it further and address your complaint to:

ADR Group
160 Fleet Street
London EC4A 2DQ

Telephone 020 7600 5050