Complaints Policy
This complaints policy is for Suzanne Tager and Suzanne Tager Ltd (“Suzanne Tager”, “we”, “us” or “our”).
We strive to provide the highest standards of service at all times. We recognise that occasionally a client may feel that the service levels we have offered do not meet these standards and we are committed to resolve any resultant complaint speedily and effectively.
We operate the following procedure should a complaint be received:
Any complaint about our service quality should be made in writing to Suzanne Tager at suzanne@suzannetager.com.
Suzanne Tager will contact the complainant to acknowledge receipt of the complaint within 5 working days of its receipt and will set out the process that will be adopted to investigate the complaint and a timetable for our response.
It is our intention for all complaints to be investigated by Suzanne Tager and responded to within 21 working days of receipt. On occasions further time may be required, in which case we will notify the complainant in writing.
This complaints procedure will take into account the confidentiality provisions contained in the Mediation Agreement signed by and binding upon all parties including Suzanne Tager.
If the response is not accepted the complainant can appeal to the Civil Mediation Council (CMC) on certain grounds. The CMC operates a final stage complaints procedure, whereby it can consider complaints from those people who have exhausted a mediator’s own complaints procedures. Details of the CMC's appeal processes can be found here: https://civilmediation.org/for-the-public/complaints/
December 2019