HR Consultancy & Mediation Services

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Complaints Handling Procedure

JP People & Business Solutions Complaints Policy

  1. JP People & Business Solutions is committed to providing a high standard of dispute resolution/mediation service to all our clients. However, we also recognise that there may be times when things may not always progress as hoped for or planned. If you feel less than satisfied with any aspect of our Mediation service and would like to raise a concern or complaint, then we need you to tell us about it. This will help us to improve our standards and rectify your concerns or complaint.
  2. We aim to ensure that:
  • Raising a concern or making a complaint is as simple as possible
  • We treat all concerns or complaints seriously
  • We deal with any concern or complaint promptly, fairly and in confidence
  • We learn from concerns or complaints and use them to improve our service
  1. Wherever possible we will endeavour to resolve any concern or complaint, however communicated, as soon as we become aware of it.
  2. If you wish to raise a concern or make a complaint, you can contact us in any of the ways listed below:
  • By telephone on Please feel free to call us. We feel this informal discussion and direct approach over the telephone is often the best way to deal with any concerns/complaints.
  1. In the event that you remain dissatisfied after discussing the matter by telephone, or if you prefer to lodge your complaint in writing, please write to us directly with full details. We recommend that you include your name, reference number (if applicable), the name of the party/parties of the mediation in question and the date of mediation that has taken place. It would also be helpful if you could provide a reachable telephone number (even if you have already provided one) to ensure we have an updated record of it should we need to contact you urgently for any reason.

What will happen next?

  1. We will take the following steps:
  • We will formally acknowledge your concern or complaint within 5 working days of us receiving the concern or complaint and inform you how we intend to deal with it
  • We will ask you to inform us of your preferred method of communication and any other requirements, for example if you have a disability
  • We will also let you know the name of the person who will be dealing with your concern or complaint
  1. We will inform you of our understanding of your concern or complaint and ask you to confirm if our understanding is correct. We will ask you to confirm the outcome you are hoping for. The person looking into your concern or complaint will normally need to see documents in our possession that are relevant to your concern or complaint. We would need your consent before sharing these documents. If you do not want these documents shared, please do let us know.
  2. If you are raising a concern or making a complaint on someone’s behalf, we will require evidence of an agreement that you are acting on their behalf.
  1. We aim to investigate and respond to concerns or complaints within 21 working days of receipt. The procedure may on occasions require further time, in which case the complainant will be notified of this in writing.
  2. In some cases, it may be necessary for the person carrying out the investigation to meet with you to discuss your concerns or complaint.
  1. As part of the investigation process aimed at establishing the facts, the investigator will look at relevant evidence which could include but not limited to, notes taken at the mediation session, correspondence and evidence from witnesses.
  2. On conclusion of the investigation, the investigator will write to you confirming the outcome, the final position on your complaint and explain how and why they came to their conclusions.

Outcome

  1. If we find that we got something wrong, we will inform you how and why this happened. We will show you how this impacted you.
  1. If we find that there is a fault in the way we operate, we will tell you what this is, why it   happened and how it impacted you.
  2. We will always apologise if we do not get things right.

Putting things right

  1. If we did not provide a service you should have had, where possible, we will endeavour to provide it. If because of a mistake on our part, we will put you back in the position you would have been had we got things right.
  1. If you are still not satisfied with the response, you may refer your complaint to the Secretariat of the Civil Mediation Council. All complaints must be in writing and addressed to the CMC Secretariat at secretariat@civilmediation.org On receipt of your e-mail the Secretariat will send you a complaint form to be completed and returned. Please note time limitations and conditions which are available on civilmediation.org/for-the-public/complaints

    Civil Mediation Council,
    The International Dispute Resolution Centre,
    100 St Pauls Churchyard,
    London EC4M 8BU.
    Email: secretariat@civilmediation.org 

  1. We keep written records of all complaints.

Comments and compliments

We always welcome any other comments and compliments about our service. Please contact us in any of the ways mentioned above, complete an evaluation form where provided or email us via our website at www.jppeople-business.co.uk

 

 

     

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