This Complaints Handling Policy explains how complaints about our mediation services will be handled. Its purpose is to ensure that complaints are dealt with promptly, fairly, transparently, and by a person of appropriate seniority who is independent of the matters complained of wherever possible.
This policy relates to mediation services provided by Dr Lal Akhter under the trading names resolvu.co.uk, drakhter.com and docketlive.co.uk. Dr Akhter is a CMC registered mediator. The contact details are:
Unit 1& 2
St Matthews Business Centre, Gower Street,
Leicester,
LE1 3LJ
Email: Info@docketlive.co.uk
This policy is published on our website and is available on request. It will be clearly signposted to mediation participants at the outset of the mediator’s appointment.
Any person wishing to make a complaint should do so in writing. The complaint should include the complainant’s name and contact details, sufficient details to identify the mediation or matter concerned, a clear description of the complaint, and copies of any documents the complainant wishes us to consider. Complaints should be sent to the Complaints Officer at the contact details above, by registered post. If the complaint concerns the person who would ordinarily deal with complaints, it should be referred to an alternative senior person, or another suitably independent person appointed for that purpose.
We will acknowledge receipt of a complaint promptly and in writing, normally within 7 calendar days of receipt. The acknowledgement will usually confirm the date the complaint was received, identify the person dealing with the complaint, and explain the next stage of the procedure.
The complaint will be investigated by a person of appropriate seniority who is independent of the matter complained of wherever possible. In the case of an organisation, the investigation will, wherever possible, be undertaken by a person who has had no prior involvement in, or connection with, the matters complained of. The investigation may include consideration of relevant documents and correspondence, requests for further information from the complainant, and requests for comments or information from the mediator or any relevant member of staff.
A substantive written response will be provided within 28 calendar days of acknowledgement. The response will usually address the issues raised, set out the outcome of the investigation, explain the reasons for the decision, and identify any action taken or proposed. Where a full response cannot be given within that period, the complainant will be informed in writing of the reasons for the delay and provided with an updated timeframe.
If the complainant remains dissatisfied after receiving the substantive response, they may request an internal review within 14 calendar days of the date of that response. The request should explain why the complainant remains dissatisfied. Any internal review will, where possible, be conducted by a different person of appropriate seniority who has not previously been involved in the matter. We will aim to provide the outcome of the internal review within 21 calendar days of receipt of the request. If that is not possible, the complainant will be informed in writing of the reason for the delay and given an updated timeframe.
At the conclusion of this complaints-handling process, a complainant may, in certain circumstances, refer the matter to the Civil Mediation Council (CMC). Such referrals are considered having regard to whether the matters raised could amount to Serious Professional Misconduct and could thereby meet the requisite high threshold of seriousness. Please note that, as a CMC referral relates only to matters which could give rise to Serious Professional Misconduct, this is not a route to compensation, redress, or resolution, and cannot be used to appeal, change, or otherwise alter or overrule the outcome of this Complaints Handling Procedure. Further information is available at: www.civilmediation.org/concerns
A written record of all complaints, the steps taken, correspondence, and outcomes will be retained for at least three years and made available to the CMC upon request.
Complaints will be handled confidentially so far as is reasonably possible and in accordance with our legal and regulatory obligations. Information may be shared internally with those who need to consider or investigate the complaint, and externally where required by law, regulation, insurer request, or referral to the CMC.
We review complaints to identify themes, risks, and any service improvements arising from them, and will take such reasonable corrective steps as appear appropriate.
This policy will be reviewed periodically and updated where required to reflect current CMC standards and practice.
