Complaints

Let's make things right

Complaints Policy

At Basingstoke Mediation Service, we are committed to providing the highest standards of care and support. Your feedback is invaluable to us, and if something hasn’t met your expectations, we want to make it right. This policy explains how you can raise a concern and how we’ll work with you to resolve it quickly and fairly.

Key Steps

1. Immediate Acknowledgement

As soon as we receive your complaint, we’ll acknowledge it right away. Whether you contact us by phone, email, or post, we’ll confirm that we’ve received your concern and let you know that we’re here to help. Our goal is to ensure you feel heard and supported from the very start.

You can reach us via:

Phone: +44 7702 358295
Email: debwatkins8@googlemail.com

When you contact us, please include:

Your name and contact details.
A clear description of the issue.
Any relevant dates, documents, or supporting information.

2. Acknowledgement and Next Steps

Within 5 working days, we’ll send you a formal acknowledgment of your complaint. This will include:

Confirmation that we’ve received your concern.
The name of the person handling your complaint.
An outline of what happens next and an estimated timeline for resolution.

3. Investigation Process

We’ll carefully review your complaint to understand what went wrong and how we can fix it. To ensure fairness, the mediator or staff member involved in the issue will not handle the investigation. If we need more information or clarification, we’ll reach out to you directly.

4. Resolution and Outcome

We aim to resolve all complaints within 20 working days. If we need more time, we’ll keep you updated and let you know why. Once we’ve completed our investigation, we’ll provide you with a clear and friendly written response that includes:

What we found during our investigation.
What we’ve done to resolve the issue.
Any further steps you can take if you’re not completely satisfied.

Our goal is to resolve your concern in a way that leaves you feeling reassured and confident in our service.

5. What If You’re Not Satisfied?

If you’re unhappy with the outcome, you can escalate your complaint to the Civil Mediation Council (CMC) or the Dispute Resolution Agency (DRA). We’ll provide you with their contact details and guide you through the process if needed.

6. Confidentiality

Your privacy is important to us. All complaints will be handled with the utmost confidentiality, and information will only be shared with those directly involved in resolving your concern, unless required by law.

7. Our Commitment to Improvement

We see every complaint as an opportunity to learn and improve. Your feedback helps us enhance our services and ensure we continue to meet the high standards you deserve.

If you have any concerns or need assistance, please don’t hesitate to contact Debbie Watkins at Basingstoke Mediation Service. We’re here to help and are committed to resolving any issues with care and understanding.