Prime Resolution is committed to high standards and welcomes feedback from clients.
We want to hear from you about your experiences, good or bad, as it is an important way of recognising good service, putting things right and sorting out problems - both for you and everyone else that uses our services.
We routinely request feedback from all parties following a mediation and this information is collated and used to help us to shape and improve the quality of the service we offer. Concerns may be expressed as part of this feedback or during the mediation process itself, directly to the mediator or to a member of our administrative staff.
Sometimes we do make mistakes so if you are not happy with a service you have received from us, we want to know about it. We consider any expression of dissatisfaction or concern, however it may be expressed, as a complaint. It is not necessary for the word “complaint” to be used or for concerns to be put in writing for us to take it seriously and to take steps to put things right.
Our complaints policy and procedures will be published on our website. (https://prime-send.co.uk/documents/complaints/)
Our complaints policy can be accessed via a link on the website. Information about how to make a complaint should be provided to you before your first appointment, or once your request for mediation has been accepted. If you have difficulties accessing the website you can request a copy to be sent to you by post or in writing.
Reference to our complaints policy will also be made in the Agreement to Mediate where your permission will be sought for the release of confidential information in the event of an external investigation being requested.
Marilyn Webster is the Professional Practice Consultant and Director responsible for dealing complaints/concerns about any aspect of the service you have received from Prime Resolution.
If you feel that Marilyn Webster is involved in some way with the matter you are complaining about your concerns will be referred to another Director.
If you remain unhappy with the response you have received and are still not satisfied, you can contact the College of Mediators (collegeofmediators.co.uk)