Complaints policy

If something has gone wrong, I want to hear about it and put it right. This policy explains how to raise a complaint about Conflict Resolution Ltd and how I will deal with it, fairly and promptly.

It applies to anyone who has used or taken part in my services: organisations that commission a workplace culture review, mediation or investigation; people taking part in mediation, interviews, surveys or focus groups; people who attend my webinars and events; and anyone who contacts me through this website.

You can complain about the way a service was delivered, my conduct, communication, delays, fees or invoicing, or how your personal information has been handled.

 

How to Make a Complaint

Please email your complaint to jon@conflict-resolution.co.uk, with "Complaint" in the subject line. It helps to raise it as soon as you can, ideally within three months of the matter you are concerned about.

Please include:

• your name and how best to contact you
• the service or event your complaint relates to
• what went wrong, with dates where you have them
• what you would like to happen to put things right

If you would find it difficult to put your complaint in writing, say so in a short email and I will arrange a call to take the details from you.

 

What Happens Next

1. Acknowledgement: I will acknowledge your complaint by email within three working days.
2. Looking into it: I will review the relevant records and correspondence, and may contact you to clarify any points.
3. Response: I will send you a full written response within 20 working days of receiving your complaint. It will explain what I found, whether I uphold the complaint, and any action I will take. If I need longer, I will tell you why and when to expect my response.

Putting things right might mean an apology, an explanation, correcting an error, or an adjustment to fees where that is fair.

Some matters are outside this policy. A complaint cannot be used to reopen a workplace investigation, or to seek changes to the findings of a workplace culture review or to a mediation agreement the parties reached themselves. Concerns about decisions an employer made using my report should be raised through that employer's own procedures. I will still look into any concern about how the work itself was carried out.

 

If You Are Still Not Satisfied

If you are unhappy with my response, please reply within 20 working days explaining why. I will look at the matter again and send you a final written response within a further 20 working days.

If you remain dissatisfied, you may be able to take your complaint further:

• Workplace mediation: I am registered with the Civil Mediation Council (CMC). Once this procedure has been completed, you can ask the CMC to consider your complaint about my conduct as a mediator by emailing complaints@civilmediation.org. More information is at civilmediation.org.
• Your personal information: you can complain to the Information Commissioner's Office (ICO) at ico.org.uk.

The CMC does not deal with disputes about fees or contracts, so if your complaint is about those, please raise it with me first in the usual way.

 

Confidentiality and Records

Your complaint will be handled in confidence. I will only share it where that is needed to resolve it, for example with my professional body, or where the law requires.

Making a complaint will not affect how you are treated in any current or future work with me.

I keep a written record of every complaint, my response and the outcome, and use what I learn to improve my services. Records are kept in line with my Privacy Notice.

I review this policy every year, and sooner if my services or professional requirements change.