Complaints Handling Procedure

Complaints Handling

Procedure

SAM Resolutions – Mediation Services

SAM Resolutions is committed to providing a professional, impartial, and high‑quality mediation service. We recognise that from time to time a client or other party may feel dissatisfied with an aspect of our service.

This procedure explains how to raise a concern or complaint and how we will address it.

Our Commitment

We will:

Handle complaints fairly, courteously, and in a timely manner.
Treat all complainants with respect and sensitivity.
Investigate complaints thoroughly and impartially.
Use feedback to improve our services.

All complaints are taken seriously and treated as an opportunity to learn and improve.

What Is a Complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about:

The mediation service provided by SAM Resolutions
The conduct of a mediator appointed by us.
Administrative or procedural matters

Complaints may be made by current or former clients, or by other individuals directly affected by our services.

How to Make a Complaint

Complaints should be raised as soon as possible after the issue arises and normally within three months, to allow effective investigation.

You may make a complaint:

In writing (email or letter)
Verbally (we may ask for written confirmation)

Please send complaints to:

Complaints Officer
SAM Resolutions
Email: stuart@samresolutions.com
Postal address: 9 Blue Mountains, Duffield, Derbyshire, DE56 4BN

To help us investigate your complaint efficiently, please include:

Your name and contact details
A clear description of your concerns
Relevant dates and details
The outcome you are seeking (if applicable)

If you need assistance to make a complaint or require reasonable adjustments, please let us know.

Informal Resolution

Where appropriate, we will attempt to resolve complaints informally and promptly, often through discussion with the mediator or a senior member of the SAM Resolutions team.

Many concerns can be resolved quickly at this stage without the need for a formal investigation.

Formal Complaints Process

If informal resolution is not possible or appropriate, the following formal process will apply.

Acknowledgement

We will acknowledge your complaint in writing within 5 working days of receipt.

Investigation

The complaint will be investigated fairly and thoroughly.
Where possible, the investigation will be conducted by someone not directly involved in the matter complained about
Relevant documents may be reviewed, and discussions held with those involved.
Mediation confidentiality will be respected at all times.

Response

We will provide a written response within 21 working days of receiving the complaint.
If additional time is required, we will explain the reason for the delay and keep you informed.

Possible Outcomes

Following investigation, outcomes may include:

An explanation or clarification
An apology where appropriate
Corrective action or service improvements
Recommendations for future practice

Please note that SAM Resolutions cannot change the outcome of a mediation or provide legal advice or remedies.

Escalation to the Civil Mediation Council (CMC)

If you remain dissatisfied after completing our internal complaints process, you may be entitled to escalate your complaint to the Civil Mediation Council (CMC), provided that SAM Resolutions or the mediator involved is a CMC member and the complaint meets their criteria.

The CMC generally requires that the mediation provider’s complaints process has been exhausted before it will consider a complaint.

Further information is available on the Civil Mediation Council website:
https://civilmediation.org

Confidentiality and Data Protection

All complaints are handled sensitively and confidentially. Information will only be shared where necessary to investigate or resolve the complaint and in accordance with data protection legislation.

Monitoring and Review

We keep a record of complaints and outcomes so that we can:

Identify learning and improvement opportunities.
Maintain quality standards.
Review this procedure regularly.