Mediator Global

Compliments and Complaints Policy and Procedure

1 Our Aim

Mediator Global is committed to providing a quality service and working in an open and accountable
way that builds trust and respect. One of the ways in which we can continue to improve our service
is by listening and responding to the views of our clients and stakeholders, and in particular by
responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:
making a compliment or complaint is as easy as possible
• we welcome compliments, feedback and suggestions
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an
immediate response
• we deal with it promptly, politely and, when appropriate, confidentially
• we respond in the right way – for example, with an explanation, or an apology where we have got
things wrong, or information on any action taken etc.
• we learn from complaints, use them to improve our service, and review annually our complaints
policy and procedures

We recognise that many concerns will be raised informally, and dealt with quickly.
Our aims are to:
• resolve informal concerns quickly
• keep matters low-key
• enable mediation between the complainant and the individual to whom the complaint has been
referred

This policy ensures that we welcome compliments and provide guidelines for dealing with
complaints from members of the public about our services, facilities, staff and volunteers.

2. Definitions

A compliment is an expression of satisfaction about the standard of service we provide.
A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would
include complaints expressed face to face, via a phone call, in writing, via email or any other method.
All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction”
even when the word “complain” or “complaint” is not used.

Date policy last reviewed and updated 26/09/2022

3. Purpose
We are always glad to hear from people who are satisfied with the services we offer. All
compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to
provide feedback to the member of staff or service.

4. Complaints
The formal complaints procedure is intended to ensure that all complaints are handled fairly,
consistently and wherever possible resolved to the complainant's satisfaction.

5. Responsibilities
Mediator Global responsibility will be to:
• acknowledge the formal complaint in writing;
• respond within a stated period of time;
• deal reasonably and sensitively with the complaint; and
• take action where appropriate.

A complainant’s responsibility is to:
• bring their complaint, in writing, to Mediator Global’s attention normally within 8 weeks of the
issue arising;
• raise concerns promptly and directly with a member of staff in Mediator Global
•explain the problem as clearly and as fully as possible, including any action taken to date;
• allow Mediator Global a reasonable time to deal with the matter, and
• recognise that some circumstances may be beyond Mediator Global’s control.

6. Confidentiality:
Except in exceptional circumstances, every attempt will be made to ensure that both the
complainant and Mediator Global maintain confidentiality. However the circumstances giving rise to
the complaint may be such that it may not be possible to maintain confidentiality (with each
complaint judged on its own facts). Should this be the case, the situation will be explained to the
complainant.

7. Complaints Procedure:
Written records must be made by Mediator Global at each stage of the procedure.

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint. An informal
approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved
informally, then the formal complaints procedure should be followed.

Date policy last reviewed and updated 26/09/2022

 

Stage 2
If the complaint cannot be resolved informally, the member of the public should be advised that a
formal complaint may be made and the following procedure should be explained to them.

It may sometimes be appropriate for a different member of staff, preferably a member of the
Management Team, to make this explanation.
a) A formal complaint can be made either verbally or in writing. If in writing the attached form
should be used.
b) In all cases, the complaint must be passed on to Andre S. Pazik.
c) The responsible person depending on the nature of the complaint, must acknowledge the
complaint in writing within one week of receiving it.
d) The above will investigate the complaint. Any conclusions reached should be discussed with the
staff member involved.
e) The person making the complaint will receive a response based on the investigation within four
weeks of the complaint being received.
If this is not possible then a letter must be sent explaining why.

Date policy last reviewed and updated 26/09/2022