Jacky Lewis and Associates: Complaints Procedure
It is our 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. We take complaints very seriously, and consider them in a full and fair way. We take great care to protect your confidentiality.
If you are not entirely satisfied with any aspect of our service please let us know as soon as possible to allow us to address your concerns promptly. We will never discriminate against parties who have made a complaint. Please address all complaints directly to Jacky Lewis.
If we cannot resolve your complaint immediately it will be acknowledged in writing within 21 working days and we aim to provide a full response within 60 working days. If you are not satisfied with the response, it will be referred to a supervisor (Professional Practice Consultant). If you remain dissatisfied, the complaint should get referred to our Member Organisation (College of Mediators: www.collegeofmediators.co.uk).
We will keep comprehensive and confidential records of your complaint, which will be stored securely and will do our upmost to find a solution that resolves the complaint.
We regularly seek out and analyse mediation parties’ feedback so as to improve our service and we therefore welcome feedback, comments and suggestions. If you are dissatisfied with the response to your complaint you can take it further and address your complaint to:
College of Mediators
41 Old Birley Street
Manchester M15 5RF
Tel: 0845 6585258