New Leaf Mediation – COMPLAINTS POLICY

New Leaf Mediation strives to provide its clients with the highest level of service. To this end, it will investigate fully and fairly any complaint and will seek to rectify any identified shortcoming and any legitimate sources of dissatisfaction.

Where the client is dissatisfied with the service received and wishes to complain, they are requested to contact Dania Shawwa (the Director) at dania@new-leaf-mediation.com or by phone at +41 792872248.

The confidentiality clause outlined in the Mediation Agreement shall be binding upon all parties including the mediator(s) and the Director throughout the complaints procedure.

The Director is ultimately responsible for assigning a mediation process and where relevant other mediators to specific cases, and in general his/her choice of process or of mediators is not open to review. However, where a client considers that there are reasonable grounds for requesting a change in the composition of the mediation/facilitation team or of the process, the Director will consider the request and the reasons given. The Director’s decision will be final.

On receipt of the complaint in the first instance, the Director will seek to resolve the matter on an informal basis via a telephone or video-conference conversation so that the matter can be discussed and resolved quickly, if possible.

In case of a serious complaint is made, we will invoke a formal procedure for dealing with the matter.

Where appropriate, the Director will summarise the outcome to those concerned by email or letter within 30 days of the initial conversation.

At this stage, if the client is still not satisfied, they are requested to contact the Director again. The Director will then arrange for an alternative opinion such as a review by another mediation training provider or a qualifying mediation body to review the decision.