It will be disappointing to receive a complaint, but any complaints you have are extremely important to us as well as you.
Mutual Contentment is a trading name and service of Parker, Wayne & Kent Limited. Parker, Wayne & Kent Limited takes full responsibility for the operations and activities of all of its personnel and its brands, including Mutual Contentment.
Aims
Mutual Contentment aims to provide a responsive and timely service to all our clients.
We will:
Treat all complaints seriously and deal with them properly;
Resolve complaints promptly;
Keep records of complaints received;
Learn from complaints and take action to improve our service.
If you feel that you have cause for complaint or wish to raise any issue with us, please email us here.
Unless the complaint relates to the Company Director as an individual, all complaints are dealt with by the Company Director.
If the complaint relates to the Company Director as an individual, we will appoint a member of the Society of Mediators who is completely independent of Parker, Wayne & Kent Limited to investigate the complaint. Any costs for this complaint management will be paid by Parker, Wayne & Kent Limited, and there will be no costs to you.
Any complaint will then be handled in accordance with our complaints procedure.
What we need to know
Your name and details of how to contact you, including email address and telephone number;
Details of your complaint;
What you would like to happen.
What we will do for you
We will:
Acknowledge the receipt of your complaint within five working days. If you do not receive an acknowledgement within this time frame please contact us in case it has not been received;
Carefully and thoroughly investigate your complaint;
Sent you a response within 21 working days of receipt of your complaint. If in unusual circumstances this deadline cannot be met, we will write to you indicating how long it will take us to send you a detailed response.
If you’re not satisfied with our response
Should you not be satisfied with our response you are welcome to refer a complaint to one or more of the professional organisations that our mediators are associated with for them to review the complaint or appeal against our response, including the Civil Mediation Council.
You will not be treated any less favourably as a result of complaining about our services.
Other Feedback
We would also encourage you to provide us with compliments and feedback if we have exceeded expectations so that we can pass this on to the person/ team involved and learn from things we are doing right as well as from our mistakes.
With your consent we would like to provide a testimonial if you are happy with our services. All steps will be taken to maintain confidentiality where required.
Parker, Wayne & Kent Limited t/a Mutual Contentment
Registered in England No 04690468
Registered Office: 4a Mattison Road, London, N4 1BD