How to respond to a complaint

For IMCA practitioners, Associates and students

We, as practitioners and service providers, may receive complaints about our service or goods. This may be in person or virtually provided goods, or services.

Complaints generally are highlighting something we can improve, so complaints and disputes can be good news for the business. Complaints can take place wherever there are two humans, don’t take it personally.

If we receive a complaint

We will respond promptly and in person wherever possible. This may mean putting aside other work to respond to the complaint. Allow plenty of time to respond.

We will take full responsibility of Duty of Care for each of our clients

We will listen. Actively listen to the complainant with minimal interruption. Stay curious, and save questions and comments for later. There may be strong emotions around, stay calm and quiet, allow the complainant to talk out their emotions. Only ask questions to clarify points made by the complainant. The use or suggestion of META, EFT or other techniques at this stage may be detrimental to the relationship with the complainant.

We will acknowledge their concerns. Summarise what you have heard back to them in their own words, if that feels appropriate.

We will respond. Use Non Violent Communication techniques wherever possible. (ref Non Violent Communication by Marshall Rosenberg)

We will find a way forward (resolution)with the situation. Work with the complainant to find this. You may be surprised at what the complainant would like to happen. An understanding of expectations whether met or not.

We will follow up on this conversation in an agreed time scale. Exceed expectations. We will stay in regular contact with the complainant if the way forward (resolution) may need time, external expertise or processes to happen.

We will seek further help and advice if needed.

Independent mediation services are available from Smith’s Mediation. www.smithsmediation.co.uk.  A 15 minute chat about your dispute is available for free.

Megan Smith, the Founder of Smiths Mediation, is a qualified Mediator who is also an EFT practitioner and Health Coach, so understands the types of disputes practitioners and students can face and what you may be going through

Mediation is a process, where an impartial intermediary (a Mediator) assists conflicting parties to have a conversation to jointly resolve their concerns. Mediation can take place by phone, via video conferencing or in person at a time and a place to suit both parties. For many complaints or disputes this can be a quicker and cheaper alternative to taking the legal route to resolve a dispute.

Further sources of support for UK, please do share if you are from other countries so we can offer support on a global basis

Non Violent Communication by Marshall Rosenberg

Citizen’s Advice Bureau

ACAS

Legal advice

https://www.gov.uk/guidance/small-claims-mediation-service