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Policies

Centre for Resolution views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
  • To make sure all complaints are investigated fairly and in a timely way.
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
  • To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction about any aspect of Centre for Resolution.

Where Complaints Come From

Complaints may come from any person or organisation who has a legitimate interest in Centre for Resolution.
A complaint can be received verbally, by phone or by email.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with Ryan Compton.

Contact Details for Complaints

Email complaints may be sent to ryan@centreforresolution.co.uk.
Verbal complaints may be made by phone to 01905 21717 or in person to any of Centre for Resolution’s staff.

PROCEDURE

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be passed to Ryan Compton as soon as possible (no more than one week).

On receiving the complaint, Ryan Compton records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within two weeks. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

The reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Review

This policy is reviewed regularly and updated as required.
Last reviewed: 18/04/2017

Our Privacy Statement explains:

  • What information we collect and how we collect it
  • Why and how we use your information
  • How long we keep your information
  • How we may share your information
  • Your rights on the information we hold about you
  • Security-How we keep your information safe
  • Changes to this Privacy Policy
  • How to Contact Us

The Data Controller is Centre for Resolution Ltd

Information We Collect

In order to provide our services and for the other purposes set out in Use of Information below, we collect and process Personal Data from the users.

We may collect the following information:

  • Personal information (for example, your name, email address, mailing address, phone numbers, date of birth, bank account/debit card details)
  • Sensitive Personal Data (for example disability, sexuality, ethnicity, religious beliefs, criminal convictions)
  • Attendance information (such as attended, number of absences and absence reasons)
  • Safeguarding incidents

From time to time and as permitted by applicable law(s), we may collect Personal Data about you and update any existing Personal Data that we currently hold from other third-party sources.

We collect your information from:

  • Self Referral Forms on our websites or via the telephone
  • Referrals from organisations e.g. Cafcass, Family Solicitors
  • We may also collect information from telephone conversations, emails, written and verbal communications and from records of any sessions

How we use your information

Your Personal Data may be used in the following ways:

  • To provide our services to you
  • To respond to your requests and inquiries
  • To improve our services
  • To request your participation in surveys, or other initiatives which help us to gather information used to develop and enhance our services
  • To comply with applicable law(s) (for example, to comply with a search warrant or court order) or to carry out professional ethics/conduct investigations
  • To enable us to provide, to maintain our own accounts and records and to support and manage our employees

Consent and lawful Processing of data

Our legitimate interests, which include processing such Personal Data for the purposes of

  • Providing and enhancing the provision of our services
  • Administration and programme delivery
  • For dealing with medical needs-any information you provide we must have had explicit consent to use
  • All other cases: that it is necessary for our legitimate interests

How long will we keep your information?

Persons referred to the service but unable to contact Deleted 1 month after the last referral.
Persons referred to the service but declined support Terminated on the day they declined the service
Persons referred to the service accepting support but do not attend their first appointment Deleted 1 month after the last referral.
Persons engaging with the service Deleted 6 years after the last contact.
Family members of persons referred to the service Deleted 6 years after the last contact.

 

Sharing and Disclosure to Third Parties

We may disclose your Personal Data to third parties from time-to-time under the following circumstances:

You request or authorise the disclosure of your personal details to a third party.

The information is disclosed as permitted by applicable law(s) and/or in order to comply with applicable law(s) (for example, to comply with a search warrant, court order or safeguarding).

The information is provided to service providers who perform functions on our behalf

  • Hosting providers for the secure storage and transmission of your data
  • Legal and compliance consultants, such as external counsel, external auditors
  • Technology providers who assist in the development and management of our web properties

Parents and Children

If the person about whom we are holding information is below 14 then we will need to seek consent from the parent or legal guardian if consent is required. Once the person reaches 14, we will seek consent from them.

Subject Access/User Rights

As a user, you are subject to the following rights:

  • The right to be informed of the use of your Personal Data
  • The right to access and/or to require the correction or erasure of your Personal Data
  • The right to block and/or object to the processing of your Personal Data
  • The right to not be subject to any decision based solely on automated processing of your Personal Data
  • In limited circumstances, you may have the right to receive Personal Data in a format, which may be transmitted to another entity.

If you have a complaint in relation to the processing of your data carried out under this Privacy Policy, you have the right to lodge a complaint with the Information Commissioner Office.

You may seek to exercise any of these rights by updating your information (where possible) by sending a written request to Centre for Resolution Ltd, 22 Borrowdale Drive, Worcester, WR4 9HW or by email info@centreforresolution.co.uk.

Information security

We are working to protect your personal information that we hold, its confidentially, integrity and availability.

  • We review our information collection, storage and processing practices, including physical security measures, to guard against unauthorized access to systems.
  • We restrict access to personal information to Staff and Volunteers subject to strict contractual confidentiality obligations and may be disciplined or terminated if they fail to meet these obligations.
  • We have a Security Information Policy in place, which defines the measures we take to protect your personal information. We use a combination of technology and procedures to ensure that our paper and computer systems are protected, monitored and are recoverable.
  • We only use third party service providers where we are satisfied that they provide adequate security for your personal data.

Compliance and cooperation with regulatory authorities

We regularly review our compliance with our Privacy Policy. If we receive formal written complaints, we will contact the person who made the complaint to follow up. We will work with the ICO to resolve any complaints regarding the transfer of personal data that we cannot resolve with our users directly. 

Changes

Our Privacy Policy may change from time to time. We will not reduce your rights under this Privacy Policy without your explicit consent.

How to Contact Us

Website: www.centreforresolution.com

Email: info@centreforresolution.co.uk

Phone: 01905 21717

CIVIL, WORKPLACE, DISABILITY AND EQUALITY MEDIATION TERMS AND CONDITIONS

Training and Professional Membership

  1. All of Centre for Resolution Ltd’s mediators are trained, registered and approved with The College of Mediators.
  2. All of our mediators abide by the College of Mediators’ Code of Practice and Guidance.

Mediation Procedure

  1. Mediators cannot be called upon as a witness or to give evidence on behalf of any participant when entering into legal proceedings.
  2. If a mediator is summoned to the court the client who is responsible for the court application will pay the mediators hourly rate of £150.00, for the mediator to respond or attend the hearing.
  3. All parties accept that there will be no electronic recording or verbatim stenographic record taken of the mediation.

Facilitative Mediation

  1. Centre for Resolution will utlise facilitative mediation throughout the mediation process in an attempt to facilitate settlement between parties. During the process the mediator will remain impartial and non-judgmental and will also explore concerns, interests, issues and needs in an effort for all parties to reach settlement.
  2. The mediator will not advise any parties, this includes legal or professional advice or opinion. The parties will have to themselves obtain legal or professional advice from an independent counsel or representative.
  3. The mediator does not express opinion or take sides.
  4. The mediator will remain completely impartial throughout the whole process including settlement. They will not offer a resolution of offer to either party, act as an advocate or represent neither party.
  5. The mediation techniques used will be that of facilitative mediation. This will happen until a settlement has been reached or if the mediation has been terminated.

Termination of the Mediation

The mediation will be terminated:

  1. by agreement between the parties; or
  2. if an agreement is reached between the parties; or
  3. if the Mediator decides at any time during the mediation, that the mediation should be terminated. The parties will agree not to challenge the decision from the mediator nor will the parties ask for a reason, nor will the mediator give the parties a reason as to the termination of the mediation; or
  4. if no mutual agreement has been reached in the time allocated for the mediation and it is not possible to extend the mediation. However, the mediator and the parties can agree to re-schedule the mediation to a more convenient time; or
  5. either of the parties don’t wish to continue with the mediation

Charges and cancellation

  1. For a full list of our charges please visit our website centreforresolution.com/fees.
  2. In the case where one party does not show for mediation, their payment will be non-refundable. The party who did show for the session will be entitled to have their payment refunded.
  3. In the event that participants need to cancel a session a minimum of 48 hours notice must be given and the session will be re-scheduled at no extra cost. Where a participant has cancelled the day before the session £40.00 will be charged to the party who has cancelled.
  4. Where a participant has cancelled the session on the day or has not attended without notice, the full session is chargeable to the participant who has not attended.
  5. Your mediator will always do their best to ensure they are at the mediation in good time. It is the responsibility of those attending mediation to be on time. If participants are late this will reduce the amount of time you have in your session.
  6. If mediation needs to be carried on to the following day, clients will be required to pay for over night accommodation.

Exclusion of Liability

  1. Centre for Resolution Ltd nor any of their staff, agents or mediators are responsible or liable to any party or representative for any act or omission arising due to the mediation conducted by the mediator.
  2. These terms and conditions are without prejudice. By agreeing to these terms and conditions you also acknowledge and agree in the case that there is any liability found on part of the mediator that any claims raised against the mediator or Centre for Resolution Ltd are limited to the sum of £1,000,000.
  3. It is your responsibility to provide us with the correct contact details for yourself and for those that you wish to mediate with. If for some reason our correspondence reaches the wrong address or doesn’t go to the correct person, the mediator, Centre for Resolution or any of it’s staff are not liable for this error.
  4. Centre for Resolution will contact those you want to invite to mediation twice. If we have no response or they don’t want to engage, this brings the mediation process to a close.
  5. The mediator nor Centre for Resolution or it’s staff are responsible for checking the accuracy of any information or documentation provided by participants. In the event that documents provided are not accurate, participants are responsible for these inaccuracies and in some circumstances may be open to prosecution.

Data protection

  1. All documents except agreement to mediate, referral form, summary of factual outcome or IAM forms, will be destroyed within the first 5 working days after the last mediation session or 5 working days once you have received your summary of factual outcome.
  2. Agreement to mediate, referral form, summary of factual outcome or IAM forms, may be stored for up to 6 years once mediation has concluded.

Concerns and complaints

  1. Our practice is governed by the College of Mediators and our mediations are conducted in accordance with their Code of Practice (copy available on request).
  2. We follow the College of Mediator’s complaints procedure, a copy of which may be obtained from us. Any concern you may have as to our practice should be raised with us in the first instance and thereafter, if unresolved, in writing to the College of Mediators.

Agreement of parties

  1. These terms and conditions and any amendments made to them are part of the Agreement to Mediate.
  2. These terms and conditions may change at any point with the written consent of the parties or their representatives.

Legal effect and status of mediation

  1. These terms and conditions and the agreement to mediate are governed by the laws of England and wales and the courts of England and wales shall have exclusive jurisdiction to decide any matters arising out of or in connection with this agreement and the mediation.

TRAINING TERMS AND CONDITIONS

Invoicing/payment

Payment for an invoice should be received no later then 30 days after the training has taken place. We accept bank transfer and card payments.

If you want to attend an open course, we are unable to confirm your space until payment has been received.

Cancellations

In the event that an in-house course is cancelled with less than 48 hours notice, full payment is still chargeable. If you are unable to attend our open course there are no refunds, however a colleague may attend in your space with no extra charge. Cancellation must be confirmed either by email or over the telephone with Centre for Resolution’s training manager.

Refunds are at the discretion of Centre for Resolution.

If Centre for Resolution has to cancel a training course, we will refund the full amount that has been paid or transfer you to a new date.

Copyright

Centre for Resolution reserves the rights to:

  • All of their training content
  • All literature and website content
  • Photos and videos
  • All assets and content created by Centre for Resolution

Certificates

Certificates of attendance will only be given once the course has been completed. We aim to provide you with your certificate no later than 5 working days after the course has been completed.

Photography and Video

Videos, pictures, sound recordings and stenographic recordings are prohibited. If any of the above are taken and placed on Social Networking Sites or used in any other context then this could lead to removal and possible legal action.

Complaints

Centre for Resolution prides itself on providing a professional and transparent service. If for any reason there is an issue with the sessions or general service and you would wish to take this forward as a formal complaint do not hesitate to make contact via

Email: info@centreforresolution.co.uk

Phone: 01905 21717.

Centre for Resolution’s complaints procedure is available on request or it is available on our website.

FAMILY MEDIATION TERMS AND CONDITIONS

Training and Professional Membership

  1. All of Centre for Resolution Ltd’s mediators are trained family mediators, are registered with The College of Mediators and the Family Mediation Council.
  2. All of our mediators abide by the Family Mediation Council’s Code of Practice and Guidance.

Mediation Procedure

  1. Mediators cannot be called upon as a witness or to give evidence on behalf of any participant when entering into legal proceedings.
  2. If a mediator is summoned to the court the client who is responsible for the court application will pay the mediators hourly rate of £140.00, for the mediator to respond or attend the hearing.
  3. All parties accept that there will be no electronic recording or verbatim stenographic record taken of the mediation.

Facilitative Mediation

  1. Centre for Resolution will utilise facilitative mediation throughout the mediation process in an attempt to facilitate settlement between parties. During the process the mediator will remain impartial and non-judgmental and will also explore concerns, interests, issues and needs in an effort for both parties to reach settlement.
  2. The mediator will not advise any parties, this includes legal or professional advice or opinion. The parties will have to themselves obtain legal or professional advice from an independent counsel or representative.
  3. The mediator does not express opinion or take sides.
  4. The mediator will remain completely impartial throughout the whole process including settlement. They will not offer a resolution of offer to either party, act as an advocate or represent neither party.
  5. The mediation techniques used will be that of facilitative mediation. This will happen until a settlement has been reached or if the mediation has been terminated.

Termination of the Mediation

The mediation will be terminated:

  1. by agreement between the parties; or
  2. if an agreement is reached between the parties; or
  3. if the Mediator decides at any time during the mediation, that the mediation should be terminated. The parties will agree not to challenge the decision from the mediator nor will the parties ask for a reason, nor will the mediator give the parties a reason as to the termination of the mediation; or
  4. if no mutual agreement has been reached in the time allocated for the mediation and it is not possible to extend the mediation. However, the mediator and the parties can agree to re-schedule the mediation to a more convenient time; or
  5. either of the parties don’t wish to continue with the mediation

Charges and cancellation

MIAMs (Mediation Information Assessment Meeting):

  1. Our charges are £90.00 per person. We will take a £30.00 deposit over the telephone and then the remaining fee will be paid on the day. Sessions are usually scheduled for 45-60 minutes. For the full list of family mediation fees please visit our fees page.
  2. If you do not proceed into mediation and a copy of a court form is required, with the relevant sections completed by the family mediator a charge of £30.00 is payable.
  3. In the event that participants need to cancel a MIAM a minimum of 48 hours notice must be given and the session will be re-scheduled at no extra cost.
  4. If a participant has cancelled the day before the MIAM, the £30.00 deposit will be non-refundable.
  5. If a participant has cancelled on the day or has not showed for their MIAM without notice, the full session cost is still chargeable.

Joint Sessions:

  1. Our charges are £140.00 per person per mediation session, which will be payable over the telephone one week before the session takes place. Sessions are usually scheduled for 90 minutes. For the full list of family mediation fees please visit our fees page.
  2. When required, there is an additional charge of £60.00 per person per hour for statement of outcome, memorandum of understanding and open statement of financial information.
  3. Before the mediator starts to write up your financial statement of information/memorandum/statement of outcome a deposit of £60.00 per person will be required. This will be deducted from your final invoice for your documents. Once the documents have been written up full payment will be required before the documents are released.
  4. If mediation does not proceed, or if it breaks down and a copy of a court form is required, with the relevant sections completed by the family mediator, a charge of £30.00 is payable.
  5. In the event that participants need to cancel a session a minimum of 48 hours notice must be given and the session will be re-scheduled at no extra cost.
  6. If a participant has cancelled the day before their joint session there will be a charge of £40.00 to the person who has cancelled. If both participants cancel their joint session there will be a charge of £40.00 each.
  7. If a participant has cancelled on the day or has not showed for their joint session without notice, the full session cost is still chargeable. If both participants cancel on the day or no show both participants will still be charged the full session cost.
  8. If you have been given a discount and we find out during the mediation process that you are not eligible for this discount, you will reimburse the mediator by immediate bank transfer or by debit or credit card, the discount you have received and a penalty fee of £100.00 for misuse of service.
  9. Your mediator will always do their best to ensure they are at the mediation in good time. It is the responsibility of those attending mediation to be on time. If participants are late this will reduce the amount of time you have in your session.
  10. In financial cases, where one or both parties are unprepared for their mediation session (i.e incomplete documentation/AIM pack/Financial budget sheets) and this prevents the mediation from taking place the party/parties will be charged for the session and the session will be cancelled. It is the duty of the participants to inform the mediator 7 days prior to mediation if they don’t have the sufficient documentation ready for the mediation. At this point the mediator will cancel your appointment, free of charge, and re-schedule at a later date.

Exclusion of Liability

  1. Centre for Resolution Ltd nor any of their staff, agents or mediators are responsible or liable to any party or representative for any act or omission arising due to the mediation conducted by the mediator.
  2. These terms and conditions are without prejudice. By agreeing to these terms and conditions you also acknowledge and agree in the case that there is any liability found on part of the mediator that any claims raised against the mediator or Centre for Resolution Ltd are limited to the sum of £1,000,000.
  3. It is your responsibility to provide us with the correct contact details for yourself and for those that you wish to mediate with. If for some reason our correspondence reaches the wrong address or doesn’t go to the correct person, the mediator, Centre for Resolution or any of it’s staff are not liable for this error.
  4. Centre for Resolution will contact those you want to invite to mediation twice. If we have no response or they don’t want to engage, this brings the mediation process to a close.
  5. The mediator nor Centre for Resolution or it’s staff are responsible for checking the accuracy of any information or documentation provided by participants. In the event that documents provided are not accurate, participants are responsible for these inaccuracies and in some circumstances may be open to prosecution.
  6. It is the client’s responsibility to check their email inbox and junk folder to ensure they receive correspondence from Centre for Resolution.

Data protection

  1. All documents except agreement to mediate, referral form, open statement of financial information, memorandum of understanding, statement of outcome, MIAM forms and any court forms e.g. C100 Form, will be destroyed within the first 5 working days after the last mediation session or 5 working days after you have received your memorandum of understanding/statement of outcome/open statement of financial information.
  2. Agreement to mediate, open statement of financial information, memorandum of understanding, statement of outcome, MIAM forms, referral form, and any court forms e.g. C100 form may be stored for up to 6 years from the date of the final mediation.
  3. Our quality assurance standards require that we monitor our mediation files. Periodically our practice supervisors may have sight of files, but access is strictly controlled and on a similarly confidential basis.

Concerns and complaints

  1. Our practice is governed by the College of Mediators and our mediations are conducted in accordance with the Family Mediation Council’s Code of Practice (copy available on request).
  2. We follow the College of Mediator’s complaints procedure, a copy of which may be obtained from us. Any concern you may have as to our practice should be raised with us in the first instance and thereafter, if unresolved, in writing to the College of Mediators.

Agreement of parties

  1. These terms and conditions and any amendments made to them are part of the Agreement to Mediate.
  2. These terms and conditions may change at any point with the written consent of the parties or their representatives.

Legal effect and status of mediation

  1. These terms and conditions and the agreement to mediate are governed by the laws of England and wales and the courts of England and wales shall have exclusive jurisdiction to decide any matters arising out of or in connection with this agreement and the mediation.

 

Do you have any questions about our services?