AAA Resolvu and Resolvu Academy

AAA Resolvu is committed to providing mediation services and mediation training to a high professional standard. We take complaints seriously and deal with them fairly, promptly and transparently.

This policy applies to complaints about:

  • mediation services provided by AAA Resolvu;
  • mediators appointed by AAA Resolvu;
  • mediation training provided by Resolvu Academy;
  • administrative handling of any mediation, course, booking or related service.

This policy is intended to comply with the Civil Mediation Council minimum standards for complaints procedures for regulated mediators and registered mediation providers.

How to make a complaint

A complaint should be made in writing and sent to:

Email: info@resolvu.co.uk
Post: Unit 1 and Unit 2, St Matthews Business Centre, Gower Street, Leicester LE1 3LJ
For the attention of: Complaints Officer

The complaint should set out:

  • The name and contact details of the complainant;
  • The mediation, course, booking or service complained about;
  • The date of the relevant event or conduct;
  • The person or mediator concerned, if known;
  • A clear summary of the complaint;
  • Any documents or other evidence relied upon;
  • The outcome sought.

Acknowledgement

AAA Resolvu will acknowledge all complaints in writing within 5 working days of receipt.

The acknowledgement will confirm who is dealing with the complaint and may request further information if this is required to investigate the matter properly.

Investigation

AAA Resolvu will investigate the complaint fairly and proportionately. Where the complaint concerns a mediator appointed by AAA Resolvu, the investigation will be carried out by someone other than the mediator complained about.

The investigator may:

  • Review the written complaint and supporting documents;
  • Review relevant correspondence, booking records, course materials or mediation administration records;
  • Seek comments from the mediator, trainer, staff member or other person concerned;
  • Ask the complainant for further information where necessary.

Confidential mediation material will be handled consistently with the confidentiality obligations applicable to the relevant mediation.

Response

AAA Resolvu will investigate and provide a written response within 21 working days of receipt of the complaint.

If further time is required, AAA Resolvu will notify the complainant in writing, explain the reason for the delay, and provide a revised date for response.

  • The complaint considered;
  • The investigation undertaken;
  • The outcome of the complaint;
  • Any action to be taken, where appropriate;
  • The right to request an internal review, where available;
  • The right to refer the matter to the Civil Mediation Council where applicable.

Internal review

If the complainant is dissatisfied with the written response, they may request an internal review.

A request for review must be made in writing within 14 days of the date of the written response and must explain why the complainant considers the response to be unsatisfactory.

The review will, where practicable, be conducted by a person who was not responsible for the original decision.

AAA Resolvu will provide a written review response within 21 working days of receipt of the review request. If further time is required, the complainant will be notified in writing with reasons and a revised response date.

Referral to the Civil Mediation Council

If the complainant does not accept the final response, the complainant may be able to appeal or refer the complaint to the Civil Mediation Council on the grounds permitted by the CMC complaints process.

CMC complaints information is available at:

https://civilmediation.org/complaints-faq/

Records

AAA Resolvu will keep written records of complaints received, the investigation undertaken, correspondence with the complainant, the outcome, and any action taken.

Complaint records will be retained securely and handled in accordance with applicable data protection requirements.

Accessibility

This policy will be made available on the AAA Resolvu website and will be provided to mediation participants, training delegates and prospective clients on request.

Review

AAA Resolvu will review this complaints handling policy periodically to ensure that it remains consistent with the requirements of the Civil Mediation Council and with good professional practice.