Complaints Procedure

1. Purpose

Leader Hub is committed to providing professional, impartial and high-quality services. We recognise that, on occasion, a client, participant or other person directly involved in our services may have concerns about the service they have received.

This procedure explains how concerns and complaints can be raised, considered and, where appropriate, independently reviewed. Complaints will be handled fairly, respectfully, confidentially and without unreasonable delay.

2. Scope

This procedure applies to complaints concerning the professional conduct, behaviour, administration or delivery of services provided by Leader Hub.

In relation to mediation, the complaints procedure cannot be used to:

• overturn or alter an agreement reached between mediation participants;
• determine the merits of the underlying dispute;
• challenge a mediation outcome simply because a participant is dissatisfied with it; or
• require disclosure of information protected by mediation confidentiality, except where disclosure is permitted or required by law or applicable professional requirements.

3. Informal resolution

Where appropriate, concerns should be raised as soon as reasonably practicable. Leader Hub will seek to understand the concern and, where possible, resolve it promptly and informally.

A person is not required to pursue informal resolution before making a formal complaint if they do not consider this appropriate. Raising a concern or complaint will not disadvantage a person participating in a current or future Leader Hub service.

4. Making a formal complaint

Formal complaints should normally be made in writing by email or letter. The complaint should, where possible, include:

• the complainant’s name and contact details;
• the service or assignment concerned;
• the nature of the complaint and relevant dates;
• any relevant supporting information; and
• the outcome or resolution being sought.

Complaints should be sent to:

Leader Hub
Email: services@leaderhub.co.uk

Reasonable adjustments will be made where necessary to enable an individual to raise a complaint.

5. Acknowledgement

Leader Hub will acknowledge a formal complaint in writing within 5 working days of receipt. The acknowledgement will confirm the next steps and, where necessary, request any further information required to understand or investigate the complaint.

6. Investigation

The complaint will be considered fairly and objectively. The investigation may include reviewing relevant correspondence, agreements, records and other information and, where appropriate, obtaining further information from the complainant or others directly involved.

Mediation confidentiality and other professional confidentiality obligations will continue to apply throughout the complaints process.

A written response will normally be provided within 21 working days of receipt of the complaint. Where the matter is complex or additional time is reasonably required, the complainant will be informed of the reason for the delay and provided with an anticipated response date.

7. Outcome

The written response will explain the outcome of the investigation and whether the complaint has been upheld, partially upheld or not upheld.

Where appropriate, the response will also explain any action Leader Hub intends to take. Possible actions may include an explanation or clarification, an apology, corrective action, changes to working practices or procedures, or other proportionate action.

8. Complaints concerning Mark Rice or another representative of Leader Hub

Leader Hub is an independent consultancy operated by Mark Rice. Services may also, where appropriate, be delivered by associates or other representatives acting on behalf of Leader Hub.

Where a formal complaint concerns Mark Rice personally, or another person acting on behalf of Leader Hub, the complaint will be handled as impartially as reasonably possible. Where Mark Rice is the subject of the complaint and the complainant remains dissatisfied following the initial response, the complainant may request an independent review.

Leader Hub will appoint a suitably qualified and experienced independent mediator, consultant or other appropriate professional who has had no previous involvement in the matter to undertake the review.

The independent reviewer will be provided with the complaint, Leader Hub’s response and such relevant information as can properly be disclosed, having regard to mediation confidentiality, data protection and other professional obligations.

The purpose of the independent review is to consider whether:

• the complaint was investigated fairly and appropriately;
• the conclusions reached were reasonable considering the available information;
• this complaints procedure was properly followed; and
• any proposed action or remedy was reasonable and proportionate.

The independent reviewer will not rehear the underlying mediation or dispute and will not substitute their judgment for decisions or agreements reached by mediation participants.

9. Requesting an independent review

A request for independent review should normally be made in writing within 14 working days of receiving Leader Hub’s initial written response.

The complainant should explain why they remain dissatisfied and identify any aspect of the complaint or response they wish the independent reviewer to consider.

Leader Hub will acknowledge the request and arrange for the relevant information to be provided to the independent reviewer. A final written response will normally be provided within 21 working days of the request for review. If additional time is required, the complainant will be informed accordingly.

The outcome of the independent review represents the conclusion of Leader Hub’s internal complaints procedure.

10. External escalation

Leader Hub aims to resolve complaints fairly and appropriately through this complaints procedure.

Where a complaint relates to mediation services provided by Mark Rice and, at the relevant time, Mark Rice is a practising member of the College of Mediators, a complainant who remains dissatisfied after Leader Hub’s internal complaints procedure has been exhausted may be entitled to refer the complaint to the College of Mediators in accordance with its applicable complaints procedure.

Mark Rice has applied for membership of the College of Mediators and, as at the effective date of this procedure, the application is awaiting a decision. Until membership is confirmed, this external escalation route does not apply. If membership is confirmed, this procedure will be updated accordingly.

Information about the College of Mediators and its current complaints procedure is available at collegeofmediators.co.uk.

Where a Leader Hub service is subject to another professional, regulatory or contractual complaints framework, details of any applicable external route will be provided where appropriate.

11. Confidentiality and data protection

Complaints will be handled confidentially, and information will only be shared with those who reasonably need it for the purposes of investigating or reviewing the complaint, or where disclosure is otherwise permitted or required.

Any independent reviewer appointed under this procedure will be expected to maintain appropriate confidentiality. Personal information will be processed in accordance with applicable data-protection legislation and Leader Hub’s privacy arrangements.

12. Records and organisational learning

Leader Hub will maintain an appropriate written record of formal complaints, investigations, outcomes and independent reviews.

Complaints will also be considered as a source of professional learning. Where appropriate, Leader Hub will use feedback and complaint outcomes to improve its services, professional practice, policies and procedures.

This procedure will normally be reviewed annually and may be reviewed earlier following any material change to Leader Hub’s services, relevant professional or regulatory requirements, or where a complaint identifies a need to amend the procedure.