1. Susie Zaffran Mediation is committed to dealing effectively with any concerns or complaints raised. 
2. When you express your concerns or complain to us, we will usually respond as per the outline below.
3. Where possible, we believe it is best to deal with complaints straight away. If you have a concern, please raise it with Susie Zaffran directly. Susie will try to resolve it for you there and then.

4. You can express your concern or complaint over the phone or in writing:

• Phone: 07730682418
• Email: susie@szmediation.co.uk

5. We will adopt the following approach:

• We will formally acknowledge your concern or complaint within seven days and let you know how we intend to deal with it.
• We will ask you to tell us how you would like us to communicate with you and establish whether you have any particular requirements – for example, if you have a disability.
• We will deal with your concern or complaint in an open and honest way. 

6. Normally, we will only be able to look at your concern or complaint if you tell us about them within two weeks. This is because it is better to look into your concerns or complaints while the issues are still fresh in everyone's mind.

7. We will set out to you our understanding of your concerns and ask you to confirm that our understanding is correct. We will also ask you to tell us what outcome you are hoping for.

8. We will aim to resolve concerns or complaints as quickly as possible and expect to deal with the vast majority within 14 days.

9. If we find there is a fault in our systems or the way we do things, we will tell you what it is and how we plan to change things to stop it happening again.

10.  In the event that the outcome is not accepted the complainant can appeal to the CMC on certain grounds, and provide details of how to do this. Details of the CMC's appeal processes can be found here: https://civilmediation.org/complaints/