service user complaints
The number of service user complaints against the public sector is rising, as stakeholders are rightly being encouraged to voice their concerns at the earliest opportunity, and there are more forums for this than ever before. At the same time, the sector is being urged to resolve complaints at the local level wherever possible. This can present a challenge to managers, particularly where more than one agency is involved or where a carer, parent or advocate is acting on behalf of a service user. Typical complaints include service quality or delivery, failure to follow proper procedures, discourtesy, discrimination or injustice, delay and the failure to accept and apologise for mistakes made.
why use mediation?
Government departments and agencies, local authorities, NHS trusts, housing associations and Ombudsmen all recognise mediation (sometimes called conciliation) as a technique to resolve these problems quickly and effectively. Mediation has the additional benefit of emphasising positive outcomes which allow the resolution of complaints as an opportunity to improve the service.
how we help
Our team of mediators are experienced in this difficult and sensitive area, and can deal with all kinds of cases including multi-agency and medical negligence cases. Our areas of expertise include:
Breach of confidentiality
Building and construction
Discrimination
Education
Family
Environmental
Landlords and Tenants
Neighbour disputes
Property and planning
We have particular expertise in family matters, cases involving equality of access to goods and services under the Disability Discrimination Act