Complaints Procedure

The help line operators will field all complaints in the first instance, either following a telephone conversation with a complainant, or upon receiving a complaint in writing.

Upon receipt the help line will log and monitor the complaint. If the complaint originates form a telephone conversation, the operator must produce a report summarising the nature of the complaint. The caller will be advised of this, and will be offered the option of writing in separately if they wish.

All complaints will be logged, and copies of the compliant or reports will be filed by the help line and made available to the DCA and the steering group committee as and when requested.

The help line’s supervising manager will be responsible for closing a complaint file, and will inform the DCA when the target deadlines have not been met.

Complaints against the Help line Administration

The help line operator will field all complaints in the first instance, creating a record, allocating a number, and recording the complaint in the complaints log. If the operator is unable to resolve the complaint, it is then t o be passed to their supervisor. If the supervisor is unable to resolve the complaint, a report or copy of the complaint letter will be passed to the DCA within two working days. If the complainant wishes, they can write directly to the DCA.

The DCA point of contact will be:

Complaints
Department for Constitutional Affairs
Relationship Breakdown
4.16 Selborne House
54 Victoria Street
London
SW1E 6QW

The DCA will acknowledge receipt of the compliant within two working days and produce a formal reply within twenty calendar days from receipt. Upon receiving a compliant, the DCA will acknowledge its receipt in writing, set out a deadline for the investigation, and provide a point of contact for future enquiries. Final replies will be copied to the help line.

Complaints about a Mediator / Mediation Service

The help line operator will act as a point of contact in the first instance. The compliant will be recorded, logged, and then passed to the supervisor for advice. The complaint will then be passed to the relevant mediation provider. For complaints via the telephone, the help line operator will produce a report, log ti and then send it to the provider. Written complaints should be directed via the help line to the mediation service within two working days.

Upon receiving a complaint the provider will acknowledge its receipt in writing to the complainant within two working days, set out a deadline for the investigation, and provided a point of contact for future enquiries. An acknowledgement preferably by e mail should be sent to the help line with a deadline date.

The mediation service will aim to produce a full reply to compliant with twenty calendar days for receipt. If this is not possible, the complainant, DCA, and help line manager should be informed and a new deadline set. Final replies will be copied to the help line.