Complaints Policy

Our commitment to families, schools and mediation clients

Heywood de Ferrer Associates is committed to providing an outstanding level of service at all times.

We aim to ensure that:-

• We treat all complaints seriously

• We deal with any complaint promptly, fairly and in confidence

• Making a complaint is as simple as possible

• We learn from complaints and use them to improve our service 

What is a complaint?

A complaint is when you tell us that you are not happy about the service we provide, which could include:

• If we do not deliver a service on time

• If we give you the wrong information

• If you receive a poor quality service

If the complaint involves an organisation or person outside our control, we will direct you to the relevant point of contact. 

Our complaints process:

We try to resolve complaints as soon as they arise. Wherever possible one of our team will endeavour to resolve any complaint, as soon as they become aware of it. We recognise however that some issues may arise that are incapable of immediate resolution.

If a resolution is not achieved by a member of staff, or if it involves a mediator or external supplier, a Director will then take responsibility for resolving the complaint within a reasonable amount of time. A Director may wish to investigate the complaint before a decision is made on an appropriate resolution.

Response Times:

In dealing with any complaint we will:-

• Acknowledge receipt of your complaint within five working days

• Issue a full response within 28 days.

• Where it is not possible to meet the above response time, we will keep you informed and provide an explanation for the delay.

How to make a complaint:

If you wish to make a complaint you can contact us in any of the ways listed below:-

• By email to info@heywooddeferrer.com

• In writing to Heywood de Ferrer Associates, Lynden House, Cadley Road, Collingbourne Ducis, Marborough, Wiltshire SN8 3EB

• By telephone on +44 7793 804944

Further complaints:

If you have exhausted our internal complaints procedure and you are still dissatisfied with the resolution of your complaint relating to your mediation, you may make a further complaint to the Civil Mediation Council (CMC).

Last Reviewed December 2019