Booking Conditions & Complaints Policy
Oliver Hallam Mediation Limited
My services as mediator and as company director are provided by Oliver Hallam Mediation Limited.
Oliver Hallam, Mediator and Solicitor, is an accredited mediator and also holds a Practising Certificate entitling him to practise as a solicitor. The services of Oliver Hallam are provided by Oliver Hallam Mediation Limited. When Oliver Hallam acts as a mediator and or a company director he does not do so as a practising solicitor. Oliver Hallam Mediation Limited is not a law firm, does not practise law and is not regulated by the Solicitors Regulation Authority. Clients of practising solicitors (who are regulated by the Solicitors Regulation Authority) have statutory protections. Clients of Oliver Hallam Mediation Limited are not clients of a practising solicitor and do not, therefore, have these protections. Clients of Oliver Hallam Mediation Limited are, however, provided with the following protections: Oliver Hallam Mediation Limited (a) does not and will not hold client money and (b) carries professional indemnity insurance with financial cover that exceeds the minimum cover required by the Solicitors Regulation Authority.
Payment of fee
Unless otherwise agreed, the fee must be paid in full in cleared funds seven days in advance of the date fixed for the mediation. Solicitors acting for a party may undertake to pay the fee on an agency basis in which case the fee must be settled within 7 days of it being remitted.
By accepting a booking for a mediation, I commit to that date and to any preparation time required. My cancellation policy is designed to deal fairly with the situation where I have committed to a mediation but it is cancelled at short notice.
The amount payable on cancellation is calculated as a percentage of the agreed fee and is set out below:
Cancellation 1 working day or less prior to mediation: 100% of fee payable plus all expenses incurred in relation to the mediation.
Cancellation 2-6 working days prior to mediation: 75% of fee payable plus all expenses incurred in relation to the mediation.
Cancellation 7-14 working days prior to mediation: 50% of fee payable plus all expenses incurred in relation to the mediation.
Complaints handling procedure
Quality of service
I aim to provide an excellent service. To help me achieve this, I will ask you for feedback after any mediation services provided by me to help my professional development and improve my service.
If you have any concerns about the quality of services provided, please let me know as soon as possible by calling me. Alternatively, please use the contact form on this website or email me firstname.lastname@example.org so that I can discuss your concerns with you and hopefully resolve them as soon as possible. I would hope that the vast majority of concerns can be dealt with by early discussion. However, if you feel that the matter has not been dealt with to your satisfaction, you may wish to make a formal complaint.
Formal complaint procedure
Please provide written details of the complaint and what you would like to happen.
Please address your complaint to: Oliver Hallam, West View, Mickley, Ripon, North Yorkshire, HG4 3JE, copied to email@example.com.
What I will do:
I treat all complaints seriously and will deal with them properly, in accordance with the requirements of the Civil Mediation Council.
I will thoroughly investigate your complaint and will provide a written response as soon as possible. Should I anticipate that it will take more than 28 days to provide that written response, I will write to you to let you know when I will be in a position to respond. The written response will include details of the investigations undertaken, the conclusion and reason for that conclusion.
If a complaint is upheld, the written response will include proposals for resolution of the complaint. I will keep a written record of any formal complaint.
If you remain unsatisfied following my response, you may wish to access the complaints resolution service offered by the Civil Mediation Council: see civilmediation.org, or email firstname.lastname@example.org