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Complaints procedure


Complaints procedure

Effective Dispute Solutions Limited aims to provide a high quality mediation and dispute resolution service and experience, using efficient administration and mediators / dispute resolvers with several years of experience, and only those who are qualified and insured. Although we undertake our services professionally and client satisfaction is imperative to us, we appreciate that complaints can arise.

In the event of a complaint against one of our mediators / dispute resolvers or Effective Dispute Solutions Limited the below procedure should be adopted to deal with any complaint, quickly, efficiently and confidentially.

Initially any complaint should be raised directly with the person who dealt with your case, whereby the matter can hopefully be resolved quickly and informally, at this stage the person complained about will inform Effective Dispute Solutions Limited  that a complaint has been made regardless of whether it has been resolved or not.

If the individual complained about is not able to resolve the complaint then it should be referred to the Director (Harvinder Singh Bhurji) who will acknowledge the complaint within 7 days of receipt, and investigate the matter.

If the Director is the subject of the complaint, the Director will confirm receipt of the complaint and will refer the complaint to a mediator on Effective Dispute Solutions Limited panel to investigate the matter.

Within 28 days of receipt of the complaint, the Director (panel mediator where the Director is the subject of the complaint) will formally respond to the complainant in writing, if for some reason this deadline cannot be adhered to, a written explanation conveying the reasons why will be sent to the complainant as soon as possible, with a new date for the formal response to be received.
If you are not satisfied with the response to the complaint then you can contact Effective Dispute Solutions Limited again. At that point your complaint will be referred to a different mediator not including any person who has been responsible for the investigation (referred to above) who will determine the response of Effective Dispute Solutions Limited  which will be sent to you in writing within 28 days of the date when you reported your dissatisfaction with the original response.

If at this point you are still not satisfied with the response then the Director will refer your complaint to the Civil Mediation Councils Complaints Resolution Service

http://www.civilmediation.org/governance/13/complaints-resolution-service
A record will be kept of all complaints and their outcomes.