We want you to be completely satisfied with our services. However, if for any reason you are not satisfied, we want to address it and put things right.
Here is what you can expect from us if you wish to make a complaint or raise a concern:
Please feel free to contact us to discuss your concerns, as we hope to resolve any issues informally.
If you wish to file a formal written complaint, this can be done via email to complaints@hnis.co.uk
We will acknowledge having received your complaint within 5 working days of receipt of your email.
We will investigate and respond in writing as soon as possible, and no later than 21 working days from the receipt of your complaint.
If your complaint relates to a member of our team, our investigation into your complaint will be carried out by someone other than that person.
If the nature of your complaint makes it necessary, we may engage an external investigator to carry out the investigation and report on their findings.
This complaints procedure and any investigation will take into account any confidentiality provisions governing the engagement with us, or any Mediation Agreement that is binding upon us.
If appropriate, we may engage an external mediator to help resolve your complaint.
You should receive a written response to your complaint within 21 working days from our receipt of your complaint.
If you are not satisfied with our response to your complaint, you can an appeal in writing to complaints@hnis.co.uk within 5 working days of receipt of our decision on your complaint.
You should first raise your complaint with us as set out above.
At the conclusion of our complaints-handling process, if you wish to take the matter further, you may refer the matter to the Civil Mediation Council (CMC). Note that such referrals should only be made for matters that could amount to Serious Professional Misconduct. Please note that, as a CMC referral relates only to matters which could give rise to Serious Professional Misconduct, this is not a route to compensation, redress, or resolution, and cannot be used to appeal, change, or otherwise alter or overrule the outcome of a CHP.
Further information is available at: www.civilmediation.org/concerns
