Complaints Handling Procedure

Last Updated, July 28, 2026

Briar Rose Ltd is committed to providing mediation services professionally, impartially and with appropriate care.
This procedure explains how complaints about mediation services provided by Jaimie Brown through Briar Rose Ltd will be handled. Complaints will be managed promptly, fairly and transparently.

1. How to make a complaint

Complaints should normally be made in writing using the contact form on the Briar Rose website. Please select Mediation as the subject and state clearly that your message concerns a complaint.

Your complaint should include, where possible:

• your name and contact details
• the mediation or matter concerned
• a clear description of the complaint
• relevant dates and circumstances
• the outcome you are seeking
• copies of any documents you consider relevant

As mentioned on the form, do not submit legally privileged or highly sensitive material through the website form unless this has been agreed beforehand. Where reasonable adjustments are needed to enable someone to make a complaint, Briar Rose will seek to accommodate them.

2. Acknowledgement

Complaints will be acknowledged promptly and in writing, normally within seven calendar days of receipt.

The acknowledgement will confirm:

• that the complaint has been received
• who will be responsible for reviewing it
• whether any further information is required
• the expected timetable for the response

3. Investigation and response

The complaint will be reviewed carefully and impartially.

The review may include:

• considering relevant correspondence and records;
• requesting further information from the complainant;
• seeking information from any other person properly involved;
• considering the applicable mediation agreement and professional standards; and
• obtaining appropriate independent advice where necessary.

A substantive written response will normally be provided within 28 calendar days of acknowledgement. Where a full response cannot reasonably be provided within that period, the complainant will be informed of:

• the reason for the delay
• any further steps required
• the revised date by which a response is expected

4. Responsibility for reviewing complaints

Briar Rose Ltd is a principal-led practice. Complaints about mediation services will ordinarily be considered by Jaimie Brown. Where a complaint concerns Jaimie Brown personally, or where greater independence would be appropriate, Briar Rose will seek, wherever reasonably possible, to arrange for the complaint to be reviewed by a suitably experienced person who has had no prior involvement in the matter complained of. The complainant will be told who is responsible for the review.

5. Outcome

The written response will explain:

• the matters considered
• the conclusions reached
• whether the complaint is upheld in whole or in part
• any action Briar Rose proposes to take

Possible action may include:

• an explanation or clarification
• an apology
• a change to a procedure or working practice
• further professional development
• another proportionate remedial step
• no further action where the complaint is not upheld

The complaints process cannot alter the outcome of a mediation or impose a settlement on any party.

6. Confidentiality

Complaints will be handled as confidentially as reasonably possible.

Information may nevertheless be disclosed where this is necessary to:

• investigate and respond to the complaint
• obtain professional or legal advice
• comply with insurance requirements
• comply with professional or regulatory obligations
• comply with the law

Briar Rose’s mediation practice is guided by the principles of confidentiality, independence, impartiality and fairness reflected in the European Code of Conduct for Mediators.

7. Records

Briar Rose will retain a record of:

• the complaint
• correspondence and supporting information
• the investigation undertaken
• any action taken
• the outcome

Records will be retained for at least three years and made available to the Civil Mediation Council where required.

8. Referral to the Civil Mediation Council

At the conclusion of the complaints-handling process, a complainant may, in certain circumstances, refer the matter to the Civil Mediation Council. Such referrals are considered having regard to whether the matters raised could amount to Serious Professional Misconduct and meet the required high threshold of seriousness.

A referral to the Civil Mediation Council is not a route to compensation, redress or resolution. It cannot be used to appeal, change, alter or overrule the outcome of this Complaints Handling Procedure.

Further information is available at: www.civilmediation.org/concerns

9. Professional indemnity insurance

Briar Rose maintains professional indemnity insurance in connection with its mediation services. Where a complaint concerns circumstances that may give rise to an insurance claim, Briar Rose may be required to notify its insurer and follow the terms of the applicable policy.

10. Review of this procedure

This procedure will be reviewed periodically and updated where professional, regulatory or operational requirements change.