Complaints Policy

Aims

Crunch Mediation aims to provide a responsive and timely service to all our clients.

We will:

· Treat all complaints seriously and deal with them properly;

· Resolve complaints promptly; and

· Learn from complaints and take action to improve our services

If you feel that you have cause for complaint or wish to raise any issue with us, please email support@crunchmediation.co.uk.

What we need to know

· Your name and details of how to contact you, including email address and telephone number.

· Details of your complaint.

· What you would like to happen.

What we will do for you

We will:

· Acknowledge the receipt of your complaint within five working days with an indication of how long it will take to send you a detailed response. (If you do not receive an acknowledgement within this timeframe please contact us in case it has not been received.)

· Investigate your complaint carefully and thoroughly.

· Write to you with a full reply within 21 working days (occasionally we may need longer than this but this will be indicated in the acknowledgment letter).

· Should you not be satisfied with the response, the matter will be referred to a director of Crunch Mediation other than the Managing Director to be considered further and may include a meeting with all concerned parties in an effort to reach a satisfactory conclusion.

· If you are not satisfied with our response, you can appeal to the Civil Mediation Council on one of the grounds listed in their Complaints Policy, details of which can be found at https://civilmediation.org/complaints/.

· This must be done within one month of conclusion of consideration of the complaint by the mediator or provider and in any event within 6 months of the events giving rise to the complaint. Complaints received outside these time limits will only be accepted at the discretion of the CMS.

· All complaints must be in writing and addressed to the CMC at complaints@civilmediation.org. On receipt of your email the CMC will send you a complaint form to be completed and returned.

You will not be treated any less favourably as a result of complaining about our services.

Other Feedback

We would also encourage you to provide us with compliments and feedback if we have exceeded expectations so that we can pass this on to the person/ team involved and learn from things we are doing right as well as from our mistakes.

With your consent we would like to provide a testimonial if you are happy with our services. All steps will be taken to maintain confidentiality where required.

Crunch Mediation

Registered in England No 08220660

Registered Office: Penmore House, Hasland Road, Chesterfield S41 0SJ