Buxton
Mediation
Complaints
Let's fix this together
Our aim
We aim to deal promptly, fairly and effectively with any complaint anyone may have about any aspect of our service.
Our complaints handling policy
We are committed to providing a high-quality mediation service. When something goes wrong, we need you to tell us about it. This will help us to improve our service. There is no question of any charge being made for the time taken to resolve a complaint.
How to complain
If you have a complaint, please give the details (by letter, email or telephone) to Richard Buxton, the Principal.
Where a quick resolution of your complaint is possible
It is possible that, after investigation, Richard Buxton the Principal to whom you first notified your complaint can quickly resolve it to your satisfaction, in which case s/he will record in writing to you, within 7 days of your first contacting us, the agreed manner of resolution.
What will happen next?
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Richard Buxton will then invite you to a meeting to discuss and hopefully resolve your complaint.as soon as possible. If you prefer that the matter is investigated by an Independent Complaint Handler Richard Buxton will organise this at his own expense
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Within three days of the meeting, Richard Buxton /an Independent Complaint Handler who met with you will write to you to confirm what took place and any solutions he has agreed with you.
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If you do not want a meeting or it is not possible, Richard Buxton/Independent Complaint Handler will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of the acknowledgement letter confirming our final position on your complaint and explaining our reasons.
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If you are still not satisfied, you can contact the Civil Mediation Council. Details of the CMC’s appeal processes can be found here: https://civilmediation.org/complaints/
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Richard Buxton T/A Buxton Mediation
T.+44(0)2382 125302