Prime Resolution is committed to high standards and welcomes feedback from clients.

We want to hear from you about your experiences, good or bad, as it is an important way of recognising good service, putting things right and sorting out problems, both for you and everyone else that uses our services.

We routinely request feedback from all parties following a mediation, and this information is collated and used to help us shape and improve the quality of the service we offer. Concerns may be expressed as part of this feedback or during the mediation process itself, directly to the mediator or to a member of our administrative staff.

Definition of a complaint

Sometimes we do make mistakes, so if you are not happy with a service you have received from us, we want to know about it.

We consider any expression of dissatisfaction or concern, however it may be expressed, as a complaint. It is not necessary for the word "complaint" to be used, or for concerns to be put in writing, for us to take it seriously and to take steps to put things right.

Information about how to make a complaint will be provided to you before your first appointment, or once your request for mediation has been accepted. If you have difficulties accessing the website you can request a copy to be sent to you by post. Reference to our complaints policy is also made in the Agreement to Mediate, where your permission will be sought for the release of confidential information in the event of an external investigation being requested.

Stage 1: Discussion and informal resolution

• You may simply wish to discuss concerns about the service provided with us, and have not yet decided whether you wish to make a formal complaint.
• We are happy to respond to concerns expressed by phone but, if you prefer, you can put your concerns in writing and send them to us by email. Or you can ask someone else to write or speak on your behalf if you would have any difficulty doing so yourself.
• You can expect us to contact you within 2 working days of receiving a written or verbal complaint, and to offer a meeting or telephone discussion with our PPC at your earliest convenience.
• We promise to listen carefully to your concerns and to discuss with you what action you feel is necessary.
• We will write to you within 5 working days of any meeting or telephone discussion to set out what has been discussed and agreed.

Stage 2: Investigation

• If the complaint has not been resolved informally at Stage 1, we will write to you within 5 working days of the initial meeting or telephone discussion setting out what we believe to be the unresolved issues. We will then ask you to respond, either verbally or in writing, to confirm that you feel we have understood you fully and are happy for us to proceed on this basis.
• We will then formally acknowledge your response, tell you what we plan to do next and how long we think it will take.
• Once our investigation is completed, we will provide a full written response.
• Our aim is to get back to you with our final response within 15 working days of receiving your written confirmation of the complaint. If it takes longer, we will keep you informed.
• We may also invite you to a further meeting to explain what we have done and to check that you are satisfied.