Are you dissatisfied with my services?
It is my intention to offer services in ways that value equality, inclusion, fairness, care and respect and that support wellbeing. I recognise that, despite my best intention, my service may not always be delivered or received in the way I would like it to. I know there may be times when I do or say things that could stimulate painful feelings for you and events that do not fully meet your needs.
Purpose and Principles of this Policy
To support clear, respectful acknowledgement of your complaints about or dissatisfaction with my services
To support fair, fast, timely and transparent movement through any complaints
To support a resolution process that is supportive of all parties.
Procedure
1. Get some support
If you have a complaint, I invite you first to talk it through with someone who can listen to you non-judgmentally and help you clarify your needs.
2. Contact me
Please let me know your complaint by email, and put the word ‘Complaint’ in the subject header.
I would like to hear:
what has happened
the impact on you
what needs haven’t been met
what you would like to see happen now
We can communicate by email, or have a conversation so I can hear your complaints and find a resolution of the issue.
After this conversation, I will respond to you by email with what I have learnt from this incident and what I will do differently next time, if relevant.
If you are satisfied, this is the end of the process.
If you are not satisfied with the outcome, go to 3.
3. Further options
Please contact a trainer or mediator of your choosing and I will pay the costs of up to 2 hours of their time towards mutual satisfaction.
Here are some options: