Mediation Service Complaints procedure

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Oxford Psychometrics Ltd aims to provide a high-quality mediation, dispute resolution service and experience to its clients, using qualified and insured mediators with experience.

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Although we undertake our services professionally and client satisfaction is important to us, we also appreciate that complaints can arise.

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In the event of a complaint against our mediators or Oxford Psychometrics Limited the following procedure will be adopted to deal with any complaint, quickly, efficiently and confidentially.

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1. Initially any complaint should be raised directly in writing with the person who dealt with your case, so that the matter can hopefully be resolved quickly and informally.

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At this stage, the person complained about will inform Oxford Psychometrics Limited that a complaint has been made regardless of whether it has been resolved or not.

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2. If the individual complained about is not able to resolve the complaint then it should be referred to the Director (Dr Chintha Dissanayake) who will acknowledge the complaint within 5 working days of receipt, and investigate the matter, providing the complainant with a formal response in writing within 21 working days.

 

3. If the Director is the subject of the complaint, the Director will confirm receipt of the complaint within 5 working days of receipt. At this point another mediator will investigate the complaint and respond to the complainant within 21 working days of receipt.

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4. If you are still not satisfied with the response to the complaint then you can contact the Civil Mediation Council at https://civilmediation.org/for-the-public/complaints/

 

5. A written record of all complaints received will be kept.

 

 

 

Updated February 2021