At The Olive Branch Company, we are committed to providing high-quality civil and commercial mediation services rooted in fairness, respect, and integrity. We welcome feedback and are dedicated to addressing concerns promptly, transparently, and in accordance with the Civil Mediation Council (CMC) standards.

1. Introduction

This procedure outlines how we handle complaints regarding our services, the mediation process, or the conduct of our mediators. Our aim is to resolve any concerns fairly, efficiently, and in a manner that supports continuous improvement.

2. Making a Complaint

If you have concerns about any aspect of our service or the conduct of a mediator, we encourage you to raise them at the earliest opportunity.

Step 1: Initial Contact

Please send your complaint in writing to info@olivebranchco.uk. Include: A clear description of your concerns Relevant dates and details The outcome you are seeking

Step 2: Acknowledgment

We will acknowledge your complaint in writing within 5 working days of receiving it. This ensures we fully understand your concerns and, if necessary, request any further details to assist our investigation.

3. Investigation

Step 3: Investigation Process

Your complaint will be investigated impartially and independently. If the complaint concerns a specific mediator, the investigation will be carried out by someone other than the mediator concerned. We aim to complete the investigation and provide a full response within 21 working days of receiving your complaint. If further time is needed, we will notify you in writing with an explanation and updated timeframe.

4. Resolution

Step 4: Outcome & Resolution

Once the investigation is complete, you will receive a written summary of: Our findings Any action we will take Our final decision If you are not satisfied with the outcome, you may request a formal review within 14 days of receiving our decision.

5. Review Process

Step 5: Review Process

If requested, a review will be conducted by an independent external mediator, where appropriate. You will receive the outcome of the review within 14 working days, which will conclude our internal complaints process.

6. Further Recourse

If you remain dissatisfied after the review, you may escalate your complaint to the Civil Mediation Council (CMC), if it falls within their remit. Details of their complaint and appeal process are available here: https://civilmediation.org/for-the-public/complaints/

7. Confidentiality

All complaints and correspondence will be treated in strict confidence and handled in accordance with UK data protection laws. We maintain written records of all complaints received, in line with regulatory obligations and our commitment to quality assurance.

8. Continuous Improvement

We view complaints as an opportunity to improve. Insights from complaint reviews are used to inform staff training and strengthen our service delivery.

Contact Information

For any questions or to submit a complaint, please reach out to us:
• Email: info@olivebranchco.uk

We are dedicated to resolving any concerns fairly and promptly while maintaining the highest standards of integrity and professionalism in our mediation practices.