Complaints

Complaints Policy
Complaints Procedure

Complaints Policy

1. Mediation Hertfordshire is continually developing its service, and always welcomes suggestions for ways in which it can improve. Below are the ways in which we seek information from people in the community, who have used our service;

• We send out client feedback questionnaires, once cases have been closed, and take seriously both positive and negative comments made by users.
• A central review of client feedback is undertaken once a year by the Manager, who produces a report which informs and assists the annual service review.
• We speak to clients on the phone during the course of their involvement with us, and try to address any concerns being raised.
• We review our cases on a regular basis to assess whether we could be doing things differently in order to improve our service.
• We discuss case issues with mediators, and may introduce new ways of doing things as a result of their suggestions.

2. From time to time, clients feel that they do not receive the standard of service they might expect from an organisation. This can sometimes lead to dissatisfaction and frustration. Mediation Hertfordshire (MH) has set out a procedure to enable users to raise their concerns, and for MH to respond to them in an appropriate way.

3. If you have experienced a problem with the service, it is helpful for you to contact us yourself. If this is difficult for you, you can ask someone else to contact us on your behalf; however, please note that we will need to talk to you personally at some point.

4. We hope that most complaints can be resolved informally, and that those who use our service will be able to sort out the matter without needing to go through a formal procedure. Below are set out the steps you need to take if you have a complaint about any aspect of the service provided by Mediation Hertfordshire.

Mediation Hertfordshire Complaints Procedure

Step 1

Informally explain the problem. This could be with the service Manager, the Caseworker or the Mediator, if you wish to raise the problem at the end of the meeting or as your concerns arise. These staff members may be unaware of the problems you have experienced, and an informal discussion could be sufficient to quickly address the matter, or explain why a particular action has been taken.

Step 2

Put your complaint in writing, including relevant points raised in your client feedback questionnaire. If you are not satisfied with the outcome of the informal discussion, you should put your complaint in writing and send it to the Manager. You should include the following information in your letter;

• The nature of the problem.
• The steps that you have taken to resolve it.
• Why you are dissatisfied with any action already taken.

The Manager will investigate the complaint, and respond to you within 14 working days. He/she will notify the Chair of the Management Committee, and they will jointly decide what course of action should be taken. Your complaint will be fully considered, and you will be told in writing what we have found out and what steps will be taken as a result. We hope that this will effectively resolve any problems as quickly as possible.

Step 3

Independent Mediation. If you still feel dissatisfied, you will be offered the opportunity to take part in a meeting involving yourself (and supporter if you wish), two members of our Management Committee and one or two independent people from another mediation service.

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