Complaints Procedure - Appeals & Grievances

Last Updated: 23/07/2024

Where possible, raise your concerns with the practitioner (mediator, facilitator, coach etc). If this does not produce a satisfactory result then the following steps should be followed.

Stage 1 Where your dispute is not resolved with a practitioner the matter should be raised with the Operations Director (Rob Colwell) by the Party, and a reply given within 7 days. The Operations Director will meet with the party within 7 working days. An independent support person may accompany the party. A response is given to the party within 7 working days

Stage 2 If the Party or practitioner(s) are dissatisfied with the outcome of stage 1 the Operations Director will make arrangements to formally hear the complaint with the practitioner and party present within 5 working days. An independent support person may accompany the party.

Stage 3 If the Party or practitioner(s) are dissatisfied with the outcome of Stage 2, a request may be made that the Operations Director raise the matter with the Mediation & Development Director (Laurie Randall) of Mediation Northern Ireland. The Mediation & Development Director will make arrangements to hear the grievances/complaint and the Party may be accompanied as in Stage 2. The Mediation & Development Director will seek to reach an agreement satisfactory to both sides (through a mediation process if appropriate). Where this is not successful Stage 4 will be the final stage in the process.

Stage 4 Either the Party or practitioner(s) can have the matter raised with a Panel. The panel will be made up of two members of the Executive Board of Mediation Northern Ireland and an independent member, external to the organisation. The panel will hear the grievance/complaint and the Party may be accompanied as in stage 2. The panel’s decision is final.

To contact us email info@mediation.herdz.co.uk or call 02890 438614

Note: For stages 1,2,3 and 4 Mediation Northern Ireland will keep a record of all meetings and outcomes.