Five Focus Ltd

COMPLAINTS POLICY AND PROCEDURE.


1. Introduction

At Five Focus Ltd we are committed to providing high-quality mediation services to the parties involved. However, we understand that there may be occasions when the parties or other stakeholders have concerns or complaints about our services. This Complaints Policy and Procedure outlines how we handle and resolve complaints in a fair and efficient manner.

2. Scope

This policy applies to all parties, participants, or stakeholders who wish to make a complaint about any aspect of our mediation services.

3. Principles

Our approach to handling complaints is guided by the following principles:

  • Accessibility: We ensure that the complaints process is accessible to all, including individuals with disabilities or language barriers.
  • Transparency: We maintain transparency throughout the complaint resolution process, providing clear information about the steps involved and expected timelines.
  • Confidentiality: We respect the privacy and confidentiality of all parties involved in the complaint, sharing information only with those directly involved in the resolution process.
  • Fairness: We treat all complaints impartially and without bias, conducting a thorough and objective investigation.
  • Accountability: We take responsibility for addressing and resolving complaints promptly.

4. Filing a Complaint

Parties , participants, or stakeholders can file a complaint in the following ways:

  • In writing, by emailing andrew@fivefocus.co.uk
  • By phone, by calling 01273 604727 or 07968525889
  • In person, by scheduling an appointment at our office, 30 Eaton Place, Brighton BN2 1EG

5. Complaint Handling Procedure

Step 1: Receipt of Complaint

Upon receiving a complaint, we will acknowledge it within 2 business days and assign a unique reference number for tracking purposes.

Step 2: Initial Assessment

We will conduct an initial assessment of the complaint to determine its nature and severity. This may involve gathering additional information from the complainant.

Step 3: Investigation

If necessary, we will initiate an investigation into the complaint. This may include interviewing relevant parties, reviewing documents, or seeking expert opinions.

Step 4: Resolution

Once the investigation is complete, we will work to resolve the complaint in a fair and timely manner. Possible resolutions may include:

  • Providing an explanation or clarification.
  • Offering an apology.
  • Implementing corrective actions.
  • Providing compensation or remedies, if applicable.

Step 5: Communication

We will keep the complainant informed of the progress throughout the process, providing updates at regular intervals.

Step 6: Closure

Once the complaint is resolved to the satisfaction of the complainant, we will close the case and provide a summary of the resolution.

Step 7: Escalation

If the complainant is not satisfied with the resolution, they may appeal to the Civil Mediation Council, 100 St Paul’s Churchyard, 3rd Floor, London EC4M 8BU, 01707 594104, complaints@civilmediation.org  Appeals to the Civil Mediation Council must be made within 1 month of the conclusion of the complaints procedure, and not more than 6 months after the events giving rise to the complaint. Full details are available at https://civilmediation.org/complaints.

6. Timelines

We aim to resolve complaints within 21 business days of receipt. If the complaint requires a more extended investigation, we will inform the complainant of the expected timeline.

7. Record Keeping

We will maintain detailed records of all complaints and their resolutions, ensuring compliance with data protection regulations. Five Focus Ltd is registered with the ICO, registration number ZA386991

8. Review and Improvement

We regularly review our complaints policy and procedure to identify areas for improvement and ensure its effectiveness.