Ceri Buckmaster Complaints Policy Last updated 17th May 2018
Purpose and Principles of this Policy
To support clear, respectful acknowledgement of your dissatisfaction with my services
To support fair, fast, timely and transparent movement through any complaints
To support a resolution process that is supportive of all parties.
Statement Please know that I wholeheartedly welcome feedback and raising of complaints. I strongly believe that every voice matters and I want yours to be heard, particularly in relation to any hurt you may have experienced at my doing.
It is a great source of surprising comfort to me to know that I will make mistakes and I will end up creating harm, despite my very best intentions not to. Knowing this, allows me to be kinder to myself, and have more capacity to hear others when I have created harm.
SUPPORT FOR YOU As our practice is NVC, which is a community based practice of mutual support, please see if you have capacity to get some support from another member in the NVC UK network (an empathy buddy or someone else you feel comfortable with) to help you get clear about your needs.
CONTACT ME or CONTACT AN INDEPENDENT 3RD PERSON Contact me Contact me with your complaint. (Or ask your support person to contact me.) If you are dissatisfied in any way with any service you receive from me, including workshops, events and one to one sessions, please let me know by email.
- Next step if you contact me: Direct dialogue for me to hear your complaints and find a resolution of the issue
Contact an Independent 3rd person Contact (this person) who has agreed to listened to a complaint about me and if appropriate, host a mediation between us. I will pay for up to 4 hours of this person's time to support you (1 hour), me (1 hour) and us (2 hours) through the process.
- Next steps if you contact an 3rd person, they will get in touch to arrange a conversation with you, a conversation with me and then a mediation with both of us.
I hope this resolves the issue.
If at the end of this process, you are not satisfied with the outcome, I would like to see an Ethics Panel emerge within NVC UK to support this situation. This is not currently in place. This is my perference for Ethics, Integrity and Safeguarding around NVC activities, ,and not yet established as an objective within NVC UK network. I hope we have some progress on this over the coming year.
Thank you for your honouring of your own needs in relation to the connection we have.