COMPLAINT HANDLING POLICY

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 We apologise for any inconvenience that has led you to this page. At Radanks, we strive to provide high-quality services tailored to your needs. While we aim for excellence, we recognise that there may be times when our services do not meet your expectations. In such instances, we encourage you to follow the procedure outlined below to inform us of your concerns. We are committed to addressing all complaints promptly and confidentially, using your feedback to enhance our services in the future.

 We recommend initially raising your concern directly with the individual you have been dealing with. Addressing issues immediately can often lead to swift resolutions. If they are unable to resolve your concern, they will explain why, and you may then proceed to request a formal investigation.

To register a formal complaint, please use the contact form provided below. Clearly detail all relevant information pertaining to your concern, as this will facilitate a more efficient resolution process. If you have a preferred resolution in mind, please include that information as well.

• Acknowledgment: All complaints will be acknowledged in writing within five working days of receipt.
   
• Investigation: Complaints will be investigated and responded to within 21 working days of receipt. If additional time is required for the investigation, we will notify you in writing.
   
• Additional Information: We may contact you for further information during the investigation process.
   
• Conclusion: Upon completion of the investigation, we will provide you with a report detailing the findings and explaining our conclusions. The report will also outline any steps we will take to address the issue.
   

1. Investigation by an Independent Party: The investigation will be carried out by someone other than the mediator to whom the complaint relates.
2. Record Keeping: At Radanks, we maintain written records of all complaints received. This helps us ensure transparency, track recurring issues, and continually improve our services.
3. Timeframe for Complaints: All complaints should be raised within two weeks of the service provision. Complaints submitted after this period will require an explanation for the delay and sufficient information for us to consider logging it. Complaints raised more than three months after the service provision will not be considered.
4. Third-Party Complaints: If you are raising a complaint on behalf of someone else, you must provide written proof of your authority to do so.
    
5. Appeals Process: If you are unsatisfied with the outcome of our investigation, you may submit an appeal within 14 days of receiving our final response. Appeals will be reviewed, and a final decision will be communicated within 21 working days of receipt.
    
6. External Appeals: If your complaint pertains to a mediation process or one of our mediation training courses, you may contact the Civil Mediation Council (CMC) ONLY UNDER THE FOLLOWING CIRCUMSTANCES: 

• The complaint relates to a breach of the CMC’s standards by a Registered Mediation Provider or Regulated Mediator.
   
• The complaint has already been raised with us, and you are dissatisfied with our response.
   
• The complaint falls within the CMC’s scope of investigation as outlined in their complaints process.
   
• The Civil Mediation Council Ltd
  The International Dispute Resolution Centre
  70 Fleet Street
  London
  EC4Y 1EU
  Phone: 07841 017905
   

If you wish to escalate your complaint to the CMC, you must do so within one month of receiving our final response. The CMC will review your complaint based on specific grounds and determine whether further action is required. More details about their appeals process, including how to submit an appeal, can be found here: https://civilmediation.org/complaints/

This policy is updated biennially to ensure compliance with the latest guidelines from the Civil Mediation Council.