NFS Mediation (NFS) wants you to receive the best possible service in a friendly and courteous manner. We hope that you will never need to complain. However, sometimes things do go wrong, and when this happens, we want to deal with the problem fairly and promptly. We also want to take action that will help prevent similar problems from occurring in the future.
If you think that NFS Mediation, its staff or its volunteers have:
Then you have the right to complain.
As a Mediation Service we will always look to resolve issues informally if we are able. As a first step, it is best to speak to the individual mediator/assessor(s) with any concerns you may have. With you, they may be able to solve the problem informally. If you are still unsatisfied, the next step would be for you to speak with a Service senior, who again, may be able to resolve your issues informally.
If, however, you are unsatisfied with the outcome of the informal discussions, and you want to take the matter further, you need to make a formal complaint using the attached procedure.
Stage 1.
If you are not happy with the outcome of your informal approach to NFS, please fill in the enclosed complaints form and send it to: Private & Confidential, The Services Manager, NFS Mediation, Unit 11, Basepoint Business Centre, Andersons Road, Southampton, SO14 5FE.
You need to state as clearly and fully as you can the precise nature of your complaint and how you would like matters to be resolved. On receipt of this formal complaint, NFS send a written acknowledgement within three working days. Within fifteen working days NFS will provide you either with a full explanation and/or details of how we intend to proceed. If the situation is complicated and the above time frame cannot be kept, we will send you a progress report to keep you informed. You will then be notified in writing of the outcome of your complaint.
Stage 2.
If you are not satisfied with this outcome, you may then ask to have your complaint reviewed by the CEO. You can do this by sending your complaint in writing to: Private & Confidential, The CEO, c/o NFS Mediation, Unit 11, Basepoint Business Centre, Andersons Road, Southampton, SO14 5FE.
The CEO will acknowledge receipt of your request of a review of your complaint within three working days, and you will be notified of the CEO’s decision within fifteen working days.
Stage 3.
If you remain dissatisfied with the CEOs’ decision, you will be required to outline, in writing, the reasons why you are unhappy. If you are not satisfied with this outcome, you may then ask to have your complaint reviewed by the Chair of NFS Trustees. You can do this by sending your complaint in writing to: Private & Confidential, The Chair of Trustees, c/o NFS Mediation, Unit 11, Basepoint Business Centre, Andersons Road, Southampton, SO14 5FE
1LL.
The Chair or its representative will acknowledge receipt of your request for a review of your complaint within three working days, and you will be notified of the Chair’s decision within fifteen working days. This decision will be final.
