Complaints process

Ark Mediation Ltd Complaints Policy

1. Introduction

Ark Mediation Ltd is committed to providing high-quality mediation services. We welcome feedback from our clients to help us improve our services. If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns so we can address them appropriately and maintain our standards.

2. Purpose of This Policy

This policy outlines how Ark Mediation Ltd will handle complaints, ensuring that they are dealt with in a fair, prompt, and respectful manner. Our goal is to resolve complaints effectively and learn from them to prevent similar issues in the future.

3. Scope

This complaints policy applies to all clients, potential clients, and any other individual or organisation interacting with Ark Mediation. It covers complaints related to the services provided by Ark Mediation Ltd, the conduct of our staff, and any issues that may arise during the course of mediation.

4. Making a Complaint

If you wish to make a complaint, you may do so in writing, by email, or by phone. Complaints should be directed to our Complaints Officer as follows:

Complaints Officer

Ark Mediation Ltd

Email: contact@arkmediation.co.uk

Phone: 0330 043 6360

To help us handle your complaint effectively, please include the following information:

• Your name and contact details

• A clear description of your complaint, including relevant dates and the names of any staff involved

• Any documents or other information you feel are relevant to your complaint

5. Complaints Handling Procedure

6. Acknowledgement

We will acknowledge receipt of your complaint within 10 working days. Our Complaints Officer will review your complaint and may contact you for further information if necessary.

2. Investigation

We will conduct a thorough and impartial investigation of your complaint. This may involve speaking to relevant staff, reviewing records, and gathering any additional information needed to understand the issue.

3. Response

Within 20 working days of acknowledging your complaint, we will provide you with a formal response outlining the outcome of our investigation. If further time is required, we will keep you informed of the reasons for the delay and provide a new timeframe.

4. Resolution and Actions

If your complaint is upheld, we will take appropriate action to address the issue and prevent it from reoccurring. This may include issuing an apology, providing additional support, or implementing procedural changes.

6. Appeals Process

If you are not satisfied with the outcome of your complaint, you may request a review of the decision by contacting us within 10 working days of receiving our response. A senior member of the Ark Mediation Ltd team will re-evaluate your complaint and provide a final response within 15 working days.

7. Confidentiality

We treat all complaints with strict confidentiality and handle them in accordance with our data protection policy. Information related to complaints is shared only with those directly involved in addressing the issue.

8. Continuous Improvement

Ark Mediation Ltd views complaints as an opportunity to improve our services. We keep records of all complaints and monitor patterns to identify areas for development, ensuring that we consistently provide the best possible service to our clients.

9. Contact Us

If you have any questions about this complaints policy or need assistance with making a complaint, please contact us using the details provided above.