Complaints policy

Complaints Policy - Mediations

Charnwood Knoll Limited ("Charnwood Knoll") is committed to providing high quality services for all mediations. Charnwood Knoll operates a staged complaints procedure through which it aims to resolve concerns as quickly as possible.

A complainant may be a participant, an observer, or any other person who is unhappy with the service they have received. All complaints will be taken seriously and dealt with impartially.

Policy statement

• Complainants will not be treated less favourably following their complaint.
• Charnwood Knoll will identify actions from complaints received to improve and develop its services.
• Charnwood Knoll may ask for equality and diversity information to help ensure that all people are treated fairly.
• A complaints form should be completed with as much detail as possible, including full name and contact details.
• If the form is completed on behalf of a complainant, it must include full contact details of the complainant's representative.
• Charnwood Knoll is unable to accept or act upon anonymous complaints.
• Complaints must be sent to the Charnwood Knoll Administrator to record on the Complaints Log.

How complaints are handled

On receipt of a formal complaint, an Investigation Lead will be allocated within two working days. The Charnwood Knoll Administrator will liaise with the Investigation Lead to investigate the issues raised and ensure they have the information required to undertake the investigation effectively.

Charnwood Knoll's decision will be communicated to the complainant using the complainant's preferred method of contact. The Administrator will monitor a complaint until the issue has been resolved, and the complaint will be closed on the Complaint Log only when resolved.

Timescales

• Concerns should be notified at Stage 1 immediately and no later than three months after the occurrence.
• Stage 2 complaints must be made within three months of exhausting Stage 1.
• Stage 3 complaints must be made within three months of exhausting Stage 2.
• Violent or abusive behaviour towards staff will not be tolerated.

Monitoring and responsibility

Charnwood Knoll monitors complaints carefully. An annual report on complaints is produced and shared with the Directors, detailing issues raised, timeliness of resolution and any subsequent actions.

Overall responsibility for this policy and procedure lies with the Directors. Day-to-day responsibility for implementation lies with the Charnwood Knoll Administrator. The Lead Investigator maintains a central file for the complaint, including the original complaint, records of meetings, correspondence and evidence used to resolve the complaint at Stage 2.

Stage 1 - Informal

Rather than let an issue of concern become a complaint, Charnwood Knoll hopes that you will try to resolve your issue promptly by raising your concerns directly with the person who, in your opinion, is responsible, or by raising concerns through the Charnwood Knoll Administrator.

Once you have raised an issue of concern, Charnwood Knoll will respond in a timely manner. If you are dissatisfied with the informal resolution, the issue should be raised formally using Charnwood Knoll's Complaints Form.

The majority of issues are expected to be capable of resolution at Stage 1 within ten working days. If your concern is not satisfactorily resolved at Stage 1, you may take your complaint to Stage 2.

Stage 2 - Formal

Where it has not been possible to resolve matters to your satisfaction under Stage 1, submit your complaint to the Charnwood Knoll Administrator. The Directors oversee the complaints process.

You should complete a complaints form identifying the nature of the complaint and, if appropriate, the individual against whom the complaint is being made. Any complaint against an individual will be dealt with confidentially.

Upon receipt of the Complaints Form, Charnwood Knoll will write to you and/or your representative within five working days, acknowledging receipt. You will receive a response within ten working days explaining how the complaint will be investigated and when you might expect a detailed answer. Most Stage 2 complaints aim to be resolved within 28 days.

The Charnwood Knoll Administrator will notify you in writing of the result of your complaint and the reasons for the decision. Alternatively, a meeting can be arranged for feedback to be given. If your complaint is about the Administrator, an alternative Director will be assigned.

Contact details

Charnwood Knoll
Office 5, The Forest Rock Offices
Leicester Rd, Whitwick
Coalville, LE67 5GQ
Tel: 07836572097

Stage 3 - Appeal

If you are dissatisfied with the response to your Stage 2 complaint, you have the right to escalate your complaint to Stage 3. Put your appeal in writing, detail the reason for your dissatisfaction, what you have done to try to remedy the complaint informally and what you would like Charnwood Knoll to do next.

Stage 3 appeals should be sent to the Director responsible for the complaint. You will receive a response within ten working days explaining how the appeal will be investigated and when you might expect a detailed answer.

Stage 4 - External escalation

If your concern is not resolved at Stage 3, you can appeal to the Civil Mediation Council (CMC), which regulates providers of accredited mediation training. Before doing this, you must have exhausted all three stages of Charnwood Knoll's Complaints Procedure. Any complaint to the CMC must be made in writing within three months of exhausting the above procedure.

If your concern reaches this stage, Charnwood Knoll will give you full information on how to proceed.

Civil Mediation Council

The CMC Registrar
Civil Mediation Council
The International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

Complaints made via social media

Where a complaint is received via social media, Charnwood Knoll will respond advising the complainant to follow the Complaints Procedure.