Compliments & complaints
Naomi’s approach is to take all steps she can to learn from feedback. Naomi undertakes to listen carefully and try to resolve all complaints promptly. Naomi will respond to any complaint within three working days and will aim to resolve a complaint within twenty-eight days. If, due to unforeseen circumstances or due to annual leave, the time scale is likely to differ from this, she will advise you of this. Naomi will treat any complaints in confidence and will ensure that the complaint you make does not affect the service that you receive from her.
Who to contact to complain
You should contact Naomi in the first instance, putting your complaint in writing. Tell Naomi your best contact number, and suggested times to call you as it is often best to talk straight away over the telephone. Should you remain dissatisfied after discussing the matter, please write again requesting a third- party discussion. Naomi will identify a mediator who can help to resolve the complaint. If you remain unsatisfied, you may refer the matter to the Registrar at the Civil Mediation Council (CMC): email@example.com – please see www.civilmediation.org/governance for further information.