Complaints Procedure

Our Commitment

At Root Mediation, we are committed to providing high-quality mediation services. We take all complaints seriously and aim to resolve any concerns promptly, fairly, and transparently. This procedure outlines how we handle complaints and the steps you can take if you are dissatisfied with our services.

1. What Constitutes a Complaint?

A complaint is any expression of dissatisfaction with our services, including but not limited to:

• The quality or conduct of mediation services
• The behaviour or professionalism of the mediator
• Administrative or billing issues
• Breach of confidentiality
• Failure to follow agreed procedures
• Communication or responsiveness concerns

2. How to Make a Complaint

Step 1: Informal Resolution

We encourage you to first raise your concern directly with us informally. Many issues can be resolved quickly through open communication. Please contact:

Step 2: Formal Written Complaint

If informal resolution is unsuccessful or inappropriate, please submit a formal written complaint including:

• Your full name and contact details
• Details of the mediation case (reference number if available)
• A clear description of your complaint
• Dates and times of relevant events
• Any supporting documentation
• The outcome you are seeking

Send your formal complaint to: [email protected]

3. Our Response Process

If we require additional time to investigate complex complaints, we will inform you of the delay and provide a revised timeframe.

4. If You Remain Dissatisfied

If you are not satisfied with our response, you may escalate your complaint to:

5. Confidentiality

All complaints will be handled confidentially. Information will only be shared with individuals directly involved in investigating and resolving the complaint, or where required by law or professional regulations.

6. Record Keeping

We maintain records of all complaints and our responses for a minimum of six years. These records help us identify areas for improvement and ensure consistent handling of complaints.

7. Learning from Complaints

We view complaints as valuable feedback. We regularly review complaints to identify patterns, improve our services, and prevent similar issues from occurring in the future.

8. No Detriment

Making a complaint will not affect your rights or any ongoing mediation process. We are committed to treating all complainants fairly and without prejudice.