Complaints Policy and Procedure

Our Commitment to You

We are committed to providing high standards of service and welcome suggestions and feedback from all our clients and stakeholders. If you think our service could improve or that our standards are lacking somewhere, please bring it to our attention. We welcome both positive and negative feedback and listen and respond to views so that we can continue to improve.

We strive to ensure that our practice is in line with ethical guidelines and practice as stipulated in the Mediators’ Institute of Ireland Code of Ethics and Practice and the International Coaching Federation Code of Ethics.

  • We treat as a complaint any clear expression of dissatisfaction with our some aspect of our service which calls for a response;
  • We treat every complaint seriously, whether made by telephone, letter, email or in person;
  • We deal with any complaint quickly and politely;
  • We respond accordingly – for example, with an explanation or apology where we have got things wrong, and with information on any action taken, etc.;
  • We learn from complaints, use them to continuously improve our services.

If you do have a complaint about any aspect of our work, you can contact us in writing or by telephone: Mary Rafferty: email:; phone: 0868252423

Here is the process we have put in place to deal with any complaints or concerns.

  1. In the first instance and if possible, we seek to resolve issues informally.
  2. If an issue cannot be resolved informally or if the complainant feels that they cannot make an informal complaint, the complainant can lodge a formal complaint.
  3. All formal complaints are logged on our Complaints Log and we undertake an investigation of any complaints as soon as possible after receiving the complaint
  4. We will communicate the outcome of the investigation to the complainant in writing within 10 working days of receiving the complaint if possible. If we cannot fufill this commitment, we will update the complainant and let them know the reason for the delay
  5. A complainant can appeal the outcome of a complaint and we will appoint an external reviewer independent external reviewer to carry out a further review, the outcome of which again will be communicated to the complainant, in writing within 20 working days of receiving the appeal.
  6. Complainants may also register their complaint with either the Mediators’ Institute of Ireland or the International Coaching Federation of which Mary Rafferty is a current member in good standing
  7. A complainant will not be subjected to different or unfair treatment because they make a complaint.
  8. We do not accept anonymous  complaints or complaints made on behalf of another person.