Complaints Policy

We aim to provide the highest standards of service to all our clients. If something is not to your satisfaction, please let us know and we will do our best to try and help resolve this issue for you. 

All our Coaches and Mentors are ILM qualified and members of the ICF or another Professional Coaching body.  They provide their services in line with ICF Code of Ethics which can be viewed in detail at the following link:

ICF Code of Ethics – International Coaching Federation

Likewise, all our Mediators are CMC or COM registered and provide their services in line with the recognised European Code of Conduct for Mediators which is as follows:

European Code of Conduct for Mediators

1. COMPETENCE, APPOINTMENT AND FEES OF MEDIATORS AND PROMOTION OF THEIR SERVICES

1. Competence

Mediators must be competent and knowledgeable in the process of mediation. Relevant factors include proper training and continuous updating of their education and practice in mediation skills, having regard to any relevant standards or accreditation schemes.

2. Appointment

Mediators must confer with the parties regarding suitable dates on which the mediation may take place. Mediators must verify that they have the appropriate background and competence to conduct mediation in a given case before accepting the appointment. Upon request, they must disclose information concerning their background and experience to the parties.

3. Fees

Where not already provided, Mediators must always supply the parties with complete information as to the mode of remuneration which they intend to apply. They must not agree to act in a mediation before the principles of their remuneration have been accepted by all parties concerned.

4. Promotion of Mediators’ services

Mediators may promote their practice provided that they do so in a professional, truthful, and dignified way.

2. INDEPENDENCE AND IMPARTIALITY

2.1. Independence

If there are any circumstances that may, or may be seen to, affect a mediator’s independence or give rise to a conflict of interests, the mediator must disclose those circumstances to the parties before acting or continuing to act.

Such circumstances include:

  • any personal or business relationship with one or more of the parties;
  • any financial or other interest, direct or indirect, in the outcome of the Mediation;
  • the mediator, or a member of his firm, having acted in any capacity other than mediator for one or more of the parties.

In such cases the mediator may only agree to act or continue to act if he is certain of being able to carry out the mediation in full independence in order to ensure complete impartiality and the parties explicitly consent. The duty to disclose is a continuing obligation throughout the process of mediation.

2.2. Impartiality

Mediators must at all times act, and endeavour to be seen to act, with impartiality towards the parties and be committed to serve all parties equally with respect to the process of mediation.

 

3. THE MEDIATION AGREEMENT, PROCESS AND SETTLEMENT

3.1. Procedure

The Mediator must ensure that the parties to the mediation understand the characteristics of the mediation process and the role of the mediator and the parties in it.

The Mediator must in particular ensure that prior to commencement of the mediation the parties have understood and expressly agreed the terms and conditions of the mediation agreement including any applicable provisions relating to obligations of confidentiality on the mediator and on the parties.

The mediation agreement may, upon request of the parties, be drawn up in writing. The Mediator must conduct the proceedings in an appropriate manner, taking into account the circumstances of the case, including possible imbalances of power and any wishes the parties may express, the rule of law and the need for a prompt settlement of the dispute. The parties may agree with the mediator on the manner in which the mediation is to be conducted, by reference to a set of rules or otherwise. The mediator may hear the parties separately, if he deems it useful.

3.2. Fairness of the process

The Mediator must ensure that all parties have adequate opportunities to be involved in the process.

The Mediator must inform the parties, and may terminate the mediation, if:

  • a settlement is being reached that for the Mediator appears unenforceable or
  • illegal, having regard to the circumstances of the case and the competence of the mediator for making such an assessment, or
  • the Mediator considers that continuing the mediation is unlikely to result in a settlement.

3.3. The end of the process

The Mediator must take all appropriate measures to ensure that any agreement is reached by all parties through knowing and informed consent, and that all parties understand the terms of the agreement. The parties may withdraw from the mediation at any time without giving any justification. The Mediator must, upon request of the parties and within the limits of his competence, inform the parties as to how they may formalise the agreement and the possibilities for making the agreement enforceable.

4. CONFIDENTIALITY

The Mediator must keep confidential all information arising out of or in connection with the mediation, including the fact that the mediation is to take place or has taken place, unless compelled by law or grounds of public policy to disclose it. Any information disclosed in confidence to mediators by one of the parties must not be disclosed to the other parties without permission, unless compelled by law.

COMPLAINTS PROCESS

If you feel that any of our services have fallen foul of these standards or are dissatisfied with our services, our complaints process is as follows. 

Stage 1: 

Please submit in writing you complaint to Annette Andrews at annette@acariaconsulting.com and she will attempt to resolve your concerns promptly. Any complaints made will be acknowledged as been received within 5 working days. 

Stage 2: 

If the complaint is not remedied within 21 days of formal notification of the complaint being acknowledged, we will suggest that we use a form of dispute resolution such as mediation, expert determination or arbitration using an independent professional to resolve the issue. 

Stage 3: 

If the complaint remains unresolved following Stages 1 and 2, you contact either of the following for further review:

International Coaching Federation (ICF) – Ethical Conduct Review Process – International Coaching Federation for Coaching or Mentoring Complaints

or

Civil Mediation Council (CMC) – https://civilmediation.org/for-the-public/complaints/ for Mediation Complaints

 

Your legal rights will remain unaffected throughout any legal or complaint process.