Mediation Services – Complaints Policy

Coral Reef Business Consultancy Limited (Coral) is committed to providing an outstanding
level of service for all clients.

Should a client have a complaint, they can be certain that:

  • Making a complaint will be a simple process.
  • All complaints are taken very seriously.
  • All complaints will be dealt with expeditiously and fairly whilst maintaining
    confidentiality.
  • We utilise such opportunities to learn lesson and improve standard.

How do we define a complaint?

A complaint occurs when any client indicates that they are unhappy or concerned about the
service we have provided.

Examples include:

  • If we do not keep to intended timetables.
  • Administrative errors have occurred (e.g. as a result of wrong address).
  • Perceived behaviour of staff.
  • Failure to notify of meetings.

Where a complaint involves an organisation or person outside the control of Coral we shall
direct you to the relevant point of contact.

Privacy Policy

Mediation Services – Complaints Policy

Dealing with Complaints

Complaints will be dealt with expeditiously. All complaints will be reported to a Director of the Company who will take responsibility for resolving the complaint within a reasonable period. Issues may require detailed investigation, the involvement of third parties, and as such are incapable of immediate resolution.

Response Times:

When dealing with a complaint we will:

  • Acknowledge receipt of your complaint in writing within five working days.
  • Aim to issue a full response within 21 working days.
  • If it becomes apparent that we are unable to meet the 21-day response time, we will inform you and provide a written explanation for the delay.

Making a Complaint

A complaint may be raised by email to:
alex@coralreefuk.com

Further Complaints Regarding Mediation.

If you are dissatisfied with the outcome of your complaint or the complaint procedure, you may make a further complaint to the Civil Mediation Council (CMC). Details of the CMC complaints procedure can be found at www.civilmediation.org/for-the-public/complaints

Other Feedback

Positive and negative comments on the level of service are encouraged. Please contact us in any of the ways mentioned above, complete an evaluation form where provided or email to the address shown above.