As a Regulated Mediator, I am committed to maintaining high standards of professionalism, transparency, and accountability. If you have concerns about any aspect of my mediation practice, I encourage you to raise them so they can be addressed promptly and fairly.
How to Submit a Complaint
Complaints may be submitted in writing via email to: luisa.alexa@gmail.com. Please include:
● Your full name and contact details
● The date and location of the mediation
● A clear description of the issue or concern
● Any supporting documentation (if applicable)
Acknowledgement and Investigation Timeline
● Acknowledgement: All complaints will be acknowledged in writing within 5 working days of receipt.
● Investigation and Response: A full investigation will be conducted, and a written response provided within 21 working days of receipt.
If more time is needed, you will be notified in writing with an updated timeline.
Investigation Process
● I will personally investigate all complaints made against my practice.
● If the complaint relates to a mediation conducted under a Registered Mediation Provider, the investigation will be carried out by someone other than the mediator involved.
Appeals and Further Steps
● If you are dissatisfied with the outcome, you may submit an appeal.
● Details of any internal appeal process (if applicable) will be provided in the response, including timeframes for submission and resolution.
Escalation to the Civil Mediation Council
If you remain dissatisfied after the appeal process, you may escalate your complaint to the Civil
Mediation Council (CMC) on specific grounds. Details of the CMC’s complaints and appeal process are available at CMC Complaints Page: https://civilmediation.org/complaints-faq/.
Record Keeping
All complaints and related correspondence will be documented and securely retained in accordance with professional standards and data protection regulations.
Luisa Passalacqua trades under Alexa Carenati Ltd, Registered in England and Wales, Company no. 08320574.