Complaints Procedure
Marie Hart (Mediator)
1. Introduction
This document sets out the processes to be followed when someone wishes to make a complaint to or against me.
2. Scope
This procedure is available to anyone who is or has been involved in a mediation that I have conducted, whether as a sole mediator or co-mediator. This includes Participants, Counsel, Solicitors, Litigation Friends and Supporters. It does not include Observers.
This procedure covers my conduct of a mediation or pre-mediation meeting. It also covers any pre-mediation correspondence or technical testing/training.
3. Procedure
Commencement:
Informal Discussion:
Within 48 hours of acknowledging the complaint I will contact the complainant and agree a date and time for a telephone conference. The purpose of the conference will be to achieve a thorough understanding of the complaint and hopefully to correct any misunderstanding and/or to achieve resolution.
Following such informal discussion I will, within 48 hours, send a minute of our discussion. The complainant will have an opportunity to comment upon and, if necessary, invite correction of the minute.
Following agreement of the minute I will send a final version within 48 hours. If the solution or part of the solution is that an apology be given I will send it with the final version of the minute. Where any other form of corrective action is agreed I will wherever possible carry it out within seven days.
Formal Meeting:
If the informal discussion does not result in resolution, I will immediately invite the complainant to attend a meeting with me which may be in-person or by Zoom/Teams etc.
At a formal meeting a complainant may be accompanied by a legal adviser or other supporter.
The purpose of the formal meeting will be further to explore the complaint as appropriate and agree resolution. The agreed resolution will be put in writing and signed by the relevant attendees before the end of the meeting.
If an apology is the agreed action it will be sent within 48 hours of the end of the meeting. Where any other form of corrective action is agreed I will wherever possible carry it out within seven days.
Escalation:
If the formal meeting does not result in resolution the complaint may be escalated to the Civil Mediation Council viaIf the formal meeting does not result in resolution the complaint may be escalated to the Civil Mediation Council via complaints@civilmediation.org who will determine the matter according to its procedures. Full details can be found at: https://civilmediation.org/complaints/
Signed,
Marie Hart
5 March 2025
Review date: 5 March 2026