Complaints Handling Procedure:

Purpose of this procedure

Nova Mediation Solutions is committed to providing a professional, impartial and high-quality mediation service. However, we recognise that there may be occasions where a participant is dissatisfied with the service they have received.

This Complaints Handling Procedure explains how concerns and complaints can be raised, how they will be reviewed, and the timescales involved.

How to make a complaint

If you wish to make a complaint about the service provided by Nova Mediation Solutions, please contact us using the details below:

Email: info@novamediationsolutions.com

Please provide as much detail as possible, including:

• your name and contact details;

• details of the mediation matter concerned;

• the nature of your complaint;

• any relevant information or supporting documents.

Complaints should be submitted as soon as reasonably possible after the issue has occurred.

Acknowledgement of your complaint

Your complaint will be acknowledged within 5 working days of receipt.

We will confirm that your complaint has been received and explain the next steps in the review process.

Review and Investigation

Complaints will be reviewed by the Mediator/Business Owner of Nova Mediation Solutions.

All complaints will be considered fairly, objectively and independently of the matter complained of wherever possible.

Where appropriate, Nova Mediation Solutions will consider whether an independent person can assist with reviewing the complaint to ensure a fair process.

The review will consider:

• the concerns raised;

• relevant records and information;

• any applicable professional standards and procedures.

A written response will normally be provided within 20 working days of the complaint being acknowledged.

If further time is required due to the complexity of the complaint, you will be informed of the reason for the delay and provided with an updated timescale.

Outcome of your complaint

At the conclusion of the review, you will receive a written response explaining:

• the outcome of the review;

• the reasons for the decision;

• any actions that have been taken or will be taken as a result.

The complaints process is intended to review the service provided by Nova Mediation Solutions. It is not an appeal process against the outcome of a mediation.

Referral to the Civil Mediation Council (CMC)

At the conclusion of the 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.

A CMC referral relates only to matters which could give rise to Serious Professional Misconduct. It 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 from the Civil Mediation Council website.

Accessibility

This Complaints Handling Procedure is available on the Nova Mediation Solutions website and will be provided to mediation participants at the outset of the mediation process.