At The Olive Branch Company, we are committed to delivering high-quality civil and commercial mediation services rooted in fairness, respect, and integrity. We value feedback and are dedicated to addressing any concerns promptly and transparently.

1. Introduction
This procedure outlines the steps we follow when handling complaints related to our services, mediation processes, or the conduct of our mediators. Our aim is to resolve issues efficiently and fairly, adhering to best practices throughout the process.

2. Making a Complaint
If you have concerns about any aspect of our service or mediator conduct, we encourage you to raise them as soon as possible.

> Step 1: Initial Contact Please submit your complaint in writing at info@olivebranchco.uk. Include a clear description of your concern, relevant dates, and the outcome you are seeking.

> Step 2: Acknowledgment Upon receipt of your complaint, we will acknowledge it within 5 working days to ensure we fully understand your concerns and gather any additional information needed for investigation.

> Step 3: Investigation Process
Your complaint will be impartially investigated and we may contact you for further details or clarification. We aim to complete the investigation within 28 working days from acknowledging your complaint.

> Step 4: Outcome & Resolution
After completing the investigation, we will provide you with a written summary of our findings, any actions we will take, and our final decision. If you are unsatisfied with the outcome, you may request a review within 14 days of receiving our decision.

> 5. Review Process
If you request a review, it will be conducted by an external independent mediator, depending on the circumstances. We will communicate the outcome of the review within 14 working days, concluding the complaints procedure.

6. Further Recourse
If you remain unsatisfied after the review process, you may escalate the matter to an appropriate external body for further consideration.

7. Confidentiality
All complaints and related information will be handled in strict confidence, in compliance with applicable data protection regulations.

8. Continuous Improvement
At The Olive Branch Company, we view complaints as opportunities to improve our services. We are committed to using your feedback to refine our processes, ensuring our mediation services meet the highest standards.

Contact Information
For any questions or to submit a complaint, please reach out to us:
• Email: info@olivebranchco.uk

We are dedicated to resolving any concerns fairly and promptly while maintaining the highest standards of integrity and professionalism in our mediation practices.