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Complaints Procedure

At Melanie Dialogue Consulting our intention is to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.

The procedure is as follows:

  1. You will provide your complaint in writing setting out the details of your complaint and your desired outcome. Your complaint must be precisely and succinctly summarised (limited to 500 words).

  2. Please do not send or provide copies of any documents which you refer to in your initial written complaint unless requested to do so by the investigator. 

  3. Melanie Dialogue Consulting reserves the right not to deal with any complaint made otherwise than by way of writing and in accordance with these procedures and requirements.

  4. Once we have received your written complaint, we will immediately acknowledge your complaint by email providing you with a reference number.

  5. Your complaint will be forwarded to the mediator who dealt with your matter, who will be invited to provide us with a written response to your complaint.

  6. Upon receipt of the mediator’s response we will investigate your complaint taking into account the matters set out in the written complaint and the written response to the complaint. 

  7. Your complaint will be dealt with by the director at Melanie Dialogue Consulting.

  8. The task of the director is to assess whether the mediator has provided a properly arguable answer to your complaint. If the mediator has provided a properly arguable answer to your complaint, your complaint is unlikely to succeed. If the mediator does not provide a properly arguable answer, your complaint is likely to be upheld. If upheld, the task of the director will then be to go and consider what, if any, action should be recommended to be taken.

  9. We will endeavour to send a copy of the director’s decision to you within 28 days of the date of receipt of your complaint. Where more time is required, the investigator will email you the revised timescale, informing you why more time is required.

  10. If you are not satisfied with the outcome you may then take the following steps.

 

Further steps:

The Legal Ombudsman’s details are as follows:

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint

and

  • No more than six years from the date of act/omission; or

  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

GDPR: We will retain all documents and communications relating to any complaint for a period of 5 years and then the data will be removed from our systems. For more information about our  GDPR policies, please refer to our privacy policy.