Ceri Buckmaster Complaints Policy
Last updated 9th September 2021
Purpose and Principles of this Policy
Personal message
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 , despite my very best intentins not to. Knowing this, allows me to be kinder to myself, and have more capacity to hear others when I have caused harm.
Procedure
If you are dissatisfied in any way with any service you receive from me, including workshops, events and one to one sessions,
1. Get some support
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.
2. Contact me
Contact me with your complaint. (Or ask a friend or support person to contact me.) Please let me know your complaint by email. Please put the word 'Complaint' in the subject header.
If necessary, we will have a conversation for me to hear your complaints and find a resolution of the issue. If you are satisfied. this is the end of the process.
If at the end of this process, you are not satisfied with the outcome
3. Contact CTW
Also if you do not feel comfortable talking directly to me about this, please contact the Conflict Transformation Weave directly who will follow this procedure.
I am part of the CTW so we will ensure that an independent person deals with your complaint, and not one of my colleagues.
1. Initiate the process by completing this short form
2. An experienced NVC practitioner will contacts you and have a first 'triage' discussion to see what response is necessary.
3. Initial support takes place (empathy, mediation, community circle)
4. Are you satisfied that you have been heard and any response necessary is being undertaken. If yes, the CTW will log and record the issue.
5. If the issue isn't resolved, Further support takes place (Further dialogue, community circle, written acknowledgements of learning, other action steps)
6. Are you now satisfied that you have been heard and any response necessary is being undertaken. If yes, the CTW will log and record the issue and communicate to people involved.
7. If not, a 'Support Panel' will be convened comprising 3 practitioners, who have not yet been involved in the situation, from within NVC UK network (and/or beyond if a different level of expertise is necessary). This Support Panel will invite statements from all involved, including any facilitators up to this point. The purpose of the Support Panel is to come to a decision around next steps and recommendations. Recommendations could include requiring a person to have further training on an issue, can recommend a particular form of acknowledgement from either party etc. Alternatively, a CNVC ombudsperson will be called upon to investigate what has happened.
8. Statement is made to the community, recommendations are tracked, and case is closed.
Thank you for your honouring of your own needs in relation to the connection we have.
Ceri Buckmaster
Last updated 9th September 2021
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.
Personal message
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 , despite my very best intentins not to. Knowing this, allows me to be kinder to myself, and have more capacity to hear others when I have caused harm.
Procedure
If you are dissatisfied in any way with any service you receive from me, including workshops, events and one to one sessions,
1. Get some support
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.
2. Contact me
Contact me with your complaint. (Or ask a friend or support person to contact me.) Please let me know your complaint by email. Please put the word 'Complaint' in the subject header.
If necessary, we will have a conversation for me to hear your complaints and find a resolution of the issue. If you are satisfied. this is the end of the process.
If at the end of this process, you are not satisfied with the outcome
3. Contact CTW
Also if you do not feel comfortable talking directly to me about this, please contact the Conflict Transformation Weave directly who will follow this procedure.
I am part of the CTW so we will ensure that an independent person deals with your complaint, and not one of my colleagues.
1. Initiate the process by completing this short form
2. An experienced NVC practitioner will contacts you and have a first 'triage' discussion to see what response is necessary.
3. Initial support takes place (empathy, mediation, community circle)
4. Are you satisfied that you have been heard and any response necessary is being undertaken. If yes, the CTW will log and record the issue.
5. If the issue isn't resolved, Further support takes place (Further dialogue, community circle, written acknowledgements of learning, other action steps)
6. Are you now satisfied that you have been heard and any response necessary is being undertaken. If yes, the CTW will log and record the issue and communicate to people involved.
7. If not, a 'Support Panel' will be convened comprising 3 practitioners, who have not yet been involved in the situation, from within NVC UK network (and/or beyond if a different level of expertise is necessary). This Support Panel will invite statements from all involved, including any facilitators up to this point. The purpose of the Support Panel is to come to a decision around next steps and recommendations. Recommendations could include requiring a person to have further training on an issue, can recommend a particular form of acknowledgement from either party etc. Alternatively, a CNVC ombudsperson will be called upon to investigate what has happened.
8. Statement is made to the community, recommendations are tracked, and case is closed.
Thank you for your honouring of your own needs in relation to the connection we have.
Ceri Buckmaster