Compliments, suggestions & complaints
Compliments and Suggestions
We always welcome any comments and compliments about our service. Please contact us
in any of the ways mentioned below, complete an evaluation form where provided, or email us.
Complaints
We are committed to providing an outstanding level of service.
We aim to ensure that:-
• Making a complaint is as simple as possible
• We treat all complaints seriously
• We deal with any complaint promptly, fairly and in confidence
• We learn from complaints and use them to improve our service
What is a complaint?
A complaint is when you tell us that you are not happy about the service we provide. It could include:
• If we do not deliver a service on time
• If we give you the wrong information
• If you receive a poor quality service
If the complaint involves an organisation or other person outside our control, we will direct you to the relevant point of contact.
How do we deal with complaints?
We try to resolve complaints as soon as they arise. Wherever possible a member of staff will endeavour to resolve any complaint directly, however communicated, as soon as they become aware of it. We recognise however that some issues may arise where immediate resolution may not be possible.
If a resolution is not achieved by a member of staff directly, or if it involves a mediator or statutory service, the complaint should then be made in writing. A Director will then take responsibility for resolving the complaint within a reasonable amount of time. A Director may wish to investigate the complaint before a decision is made on an appropriate resolution. The investigation will be carried out by somebody other than the person that the complaint relates to.
Response times
In dealing with any complaint we will:-
• Acknowledge receipt of your complaint within 5 working days.
• Issue a full response within 21 working days.
• Where it is not possible to meet the above response time, we will keep you informed and provide an explanation for the delay (including for example, referral to external legal advisers and/or insurers).
How to make a complaint
If you wish to make a complaint you can contact us in any of the ways listed below:-
• By email to: cdh@resolutiondynamics.co.uk, charles@senmediator.co.uk, or kate@senmediator.co.uk
• In writing to: Managing Director, Resolution Dynamics, The Colmore Building
20 Colmore Circus, Birmingham B4 6AT.
Further complaints
If you have exhausted our internal complaints procedure and you are still dissatisfied with our resolution of your complaint, you can complain to the CMC (on certain grounds). Details of the CMC's appeal processes can be found here: https://civilmediation.org/for-the-public/complaints/
You can also complain to the services framework provider for the service you have used (if you are unsure who that is, please do ask us for details of the person/department to contact).
