We set high standards for our service. We aim to achieve those standards all of the time. Although seldom used, we have a procedure for dealing with complaints that ensures they are given proper attention.
CfJ aims to provide a responsive and timely service to all our clients, we will:
Any party may make a complaint to the Centre as to the general conduct of his/her case, the capabilities or overall approach of an assessor or case manager, or the time spent and expenses incurred by an assessor or mediator.
a. Any party may make a complaint to the Centre as to the general conduct of his/her case, the capabilities or overall approach of an assessor or case manager, or the time spent and expenses incurred by an assessor or mediator.
b. The Centre cannot consider complaints about the case itself, the merits of the case, or any outcome or award. These are matters where the assessor’s decision is final.
c. Any complaint should first be raised with the assessor or the case manager.
d. If not resolved by the case manager, it should be raised with the Chief Executive of the Centre who will investigate and review the complaint.
e. The decision on any complaint in relation to an assessor or mediator, or the time or expenses they incur, is to be final and binding. Where the complaint involves the Chief Executive it may be dealt with by the Compliance Director.
f. A user may ask that any other complaint about the way the Centre has itself handled the case, which remains unresolved after six weeks, be resolved by an independent party. The independent party will act in accordance with the rules, and, if not agreed, be appointed by the President of the Institute of Chartered Arbitrators.
g. No complaint will be made as to the thoroughness of an investigation where the assessor has had to take into account the need to keep the fees and time spent proportionate to the amount or value of the dispute.
h. The complaints procedure is separate from the resolution of the dispute. It will not in any way affect the authority or independence of the assessor, the finality of his/her award, or his/her immunity from liability.
Please send your complaint to:
Centre for Justice
29 Throgmorton Street
Tel: 020 7263 2553 email: firstname.lastname@example.org
Your complaint will then be handled in accordance with our complaints procedure.
What we will need to know
• Your name, and details of how to contact you
• Details of your complaint
• What you would like to happen
You will not be treated any less favourably as a result of complaining about our services.
Please give us your feedback if we exceeded your expectations so that we can learn from things we are doing right as well as from our mistakes.