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Mediation complaints policy

  1. MEDIATION COMPLAINTS POLICY

    Broadstairs Consulting Ltd (“we”, “us”, “our”) strives to provide the highest standards of service at all times in our mediation offering. 

    We recognise that occasionally a client may feel that the service levels we have offered do not meet these standards and we are committed to resolve any resultant complaint speedily and effectively. 

    We operate the following procedure should a complaint be received: 

        1. Any complaint about our service quality should be made in writing to our Director and Chief Executive Officer, Leah Brown via email at leah@broadstairsconsulting.com.
        2. The Director will contact you to acknowledge receipt of your complaint within 48 hours and will set out the process that will be adopted to investigate your complaint and a timetable for response. 
        3. The complaint will be investigated by us, in the first instance by the Director and/or a mediator from within Broadstairs Consulting Ltd. 
        4. It is our intention to give a written response within 14 days of the receipt of the complaint. 
        5. This complaints procedure will take into account the confidentiality provisions contained in the Mediation Agreement signed by and binding upon all parties including the mediator. 
        6. If the response is not accepted the complainant may appeal to the Civil Mediation Council (the “CMC”) on certain grounds. The CMC operates a final stage complaints procedure, whereby it can consider complaints from those people who have exhausted a mediator’s own complaints procedures. Details of the CMC’s appeal processes can be found here: https://civilmediation.org/for-the-public/complaints/

     

  2. 8 March 2023

Christine Boswell

Business Administrator

Christine holds various Diplomas and Certificates and has a wealth of experience in both large and small companies. Her key skills and expertise are office management/administration, project management, organising events/conferences and teaching/training. She lives in Westgate-on-Sea and enjoys gardening, travelling, card/jewellery making, and volunteering. Her values in life are kindness and integrity and her motto is “inspiration is found in the development of others”.

Nadia Burrell

Nadia is an accredited mediator with the Society of Mediators and established Thanet Mediation Centre. In her work with Broadstairs Consulting, she works closely with organisations to get to the root of their problems and identify the road to resolution. With experience working in the charity, government, and corporate sectors, Nadia has mediated problems from every angle.

Leah Brown FRSA

Leah is an accredited mediator with the Society of Mediators, and the Founder and CEO of Broadstairs Consulting. During her career as a corporate M&A lawyer, Leah found her voice through creative expression. Having written a book on transformation and becoming a self-employed consultant, Leah felt compelled to establish a problem-solving business that helped leaders get to the bottom of business-critical issues.

Saphy

The Dog

Sapphira (“Saphy”) is our sassy micro dog. She keeps us all in check and her Cavapoo charm wins over everyone who meets her. Her favourite place is on a sandy beach chasing a ball. She’s partial to a coffee shop with a comfy sofa but prefers a wine bar or a five star hotel. Her adventures can be found on Instagram @saphythesplendiferous.

Nadia Burrell

Project Lead

Nadia is the Project Lead based in London. She works closely with organisations to get to the root of their problems and identify the road to resolution. She is also an accredited mediator. With experience working in the charity, government, and corporate sectors, Nadia has solved problems from every angle. Her favourite place in the world is Jemaa el-Fnaa in Marrakech, enjoying the sunset and eating street food.

Tom Brewster

Head of Operations

Prior to this role, Tom worked with teenagers for ten years in church settings. That work cultivated a passion for helping people grow, develop and explore. He loves to see people working well together, and enabling teams to thrive and achieve their full potential. He is also studying for an MA, and is the director of Joyful Noise, a song-writing and publishing business. His favourite place in the world is the Lake District.

Owen Rees-Jones

Head of Marketing

After initially training as an architect, Owen made the move into digital advertising. With nearly a decade of experience in content production, programmatic advertising and creative strategy, Owen is passionate about the power of creativity and seeing how it can transform businesses. He is also always up for a beer and a board game and his favourite place in the world is probably somewhere in Africa.

Leah Brown

Founder and CEO

After a career as a corporate M&A lawyer, Leah found her voice through creative expression. Having written a memoir on transformation and becoming a self-employed consultant, Leah felt compelled to establish a problem-solving business that helped leaders get to the bottom of business-critical issues. She has a heart for reconciliation and is a team-player. With a long and distinguished track-record of managing crises, and as an accredited mediator, she is a regular speaker on leadership, governance, transformation and authenticity. In her free time, she enjoys engaging with the community in Thanet, walking Saphy on the beach, and hosting dinners. Her favourite place in the world is where she grew up in the Yorkshire Dales.

Viola Kanu

Operations Coordinator

Viola is passionate about social justice and has 10 years of experience in social policy, community engagement and grassroots organisation. In her spare time, she enjoys investing in the futures of young people and spending time with her loved ones. She is an avid lover of tech and enjoys the finer things of life. Her favourite place to go to is the White Cliffs of Dover where she reflects, meditates and takes in the scenery.