Mediation Compliments and Complaints Policy
Glass Ceilings Change Management Ltd is committed to providing services of a high quality. We ensure that only fully trained, qualified, and accredited Mediators carry out Mediation. Where relevant, our Commercial Mediators are registered as Associates with the Civil Mediation Council and Chartered Institute of Arbitrators.
As a result we welcome compliments and comments about our services, with the aim of reflecting on our practice and maintaining the high standards we set for ourselves.
A complaint is a concern or issue raised with us about our services. Whilst we hope that problems will not arise, in the event that clients are dissatisfied we commit to:
- Take on board feedback made in good faith
- Make the complaints process as simple as possible
- Treat complaints made in good faith seriously
- Investigate complaints fairly, as soon as reasonably practicable
- Handle complaints sensitively, confidentially, and in line with our Privacy Policy
- Learn from the outcome of any complaints
- Keep a record of complaints received
How we respond to complaints
We aim to resolve complaints informally in the first instance by offering to discuss concerns. Where this is not possible, we will investigate the issues raised independently. This means that the Accredited Mediator who carried out the Mediation will not be involved with looking into it, although they will need to be made aware that a complaint has been made against them unless there are exceptional reasons not to do so.
Following an investigation into the matter, we will reply to the complainant in writing. We aim to reply within 28 calendar days (4 weeks) from the date the complaint was received. Where this is not possible, for example if the matter is complex, we will inform the complainant that it may take longer than 28 days, and indicate likely timescales.
We hope that the complaint will be resolved under this robust and fair process. If, however, resolution of the complaint has not been achieved then a separate person will look into this. There is no further right to appeal directly with Glass Ceilings Change Management Ltd.
How to make a complaint about Mediation
By email to: [email protected]
If you remain dissatisfied
Once the Glass Ceilings Change Management Ltd procedures have been exhausted, complainants may contact the Civil Mediation Council (CMC) directly: https://civilmediation.org/complaints-faq/
Vexatious Complaints
We commit to taking all complaints made in good faith and treating them at face value, therefore expect that complaints are raised in the spirit of this policy. We reserve the right to seek legal advice on responding to vexatious or potentially defamatory complaints designed to cause business disruption or reputational damage.