Complaints

At Fouchee Mediation we strive to maintain the highest standards in our services and are committed to ensuring that all our members have a positive experience. We understand, however, that there may be occasions when your expectations are not met. If this happens, we encourage you to let us know so we can address your concerns and improve our service.

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How to Make a Complaint

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Immediate Concerns:

If your concern arises during a mediation session or at any event organized by us, please bring this to the attention of the facilitator or the representative of Fouchee Mediation present. We aim to resolve immediate issues promptly and effectively.

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Formal Complaints:

Should you wish to make a formal complaint, we ask that you follow the procedure outlined below:

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Written Complaint:

Please submit your complaint in writing for the attention of Laricelle Fouchee. You can do this via email at info@fouchee-mediation.com

 

Acknowledgment:

We will acknowledge receipt of your complaint within 7 working days, confirming that an investigation is underway.

 

Investigation:

Your complaint will be thoroughly investigated by a party not involved in the subject of your complaint to ensure impartiality. We aim to provide a full response within 28 working days. Should we need more time, we will keep you informed of our progress.

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Resolution:

Our response will include a detailed explanation of our findings and, where appropriate, the steps we will take to resolve your complaint.

 

Escalation:

At the conclusion of the complaints-handling process, a complainant may, in certain circumstances, refer the matter to the Civil Mediation Council (CMC). Such referrals are considered having regard to whether the matters raised could amount to Serious Professional Misconduct and could thereby meet the requisite high threshold of seriousness. Please note that, as a CMC referral relates only to matters which could give rise to Serious Professional Misconduct, this is not a route to compensation, redress, or resolution, and cannot be used to appeal, change, or otherwise alter or overrule the outcome of a CHP. Further information is available at: www.civilmediation.org/concerns

 

Contact the CMC:

The Civil Mediation Council

100 St Paul’s Churchyard

Third Floor

London

EC4M 8BU

Phone: 01707 594 104

 

Feedback:

Apart from complaints, we welcome any feedback or suggestions you may have that can help us improve our services. Please feel free to share your thoughts with us through the same contact details provided above.