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Sometimes things go wrong and we need to know 

Complaints Procedure

Blue Wave is committed to providing an outstanding level of service for all of our clients.

We aim to ensure that, should a client have a complaint, they can be certain that;

  • Making a complaint will be a simple process

  • All complaints are taken seriously

  • All complaints will be dealt with expeditiously and fairly whilst maintaining confidentiality

  • We utilise such opportunities to learn lessons and improve standards

How do we define a complaint?

A complaint occurs when any client indicates they are unhappy or concerned about the service we have provided.

Dealing with complaints

Complaints should be dealt with rapidly. Our team try to resolve complaints as soon as they arise. Wherever possible we will endeavour to resolve any complaint however communicated as soon as we become aware of it. The Directors of the Company will take responsibility for resolving the complaint within a reasonable amount of time. A Director may wish to investigate the complaint before a decision is made on an appropriate resolution. 

Response times

When dealing with a complaint we will:

  • Acknowledge receipt of your complaint within three working days

  • Issue a response within 21 days 

  • If unable to keep to the above response times will keep you informed and provide an explanation for the delay

  • Carry out an investigation, which will be completed by someone other than the practitioner involved

Making a complaint

A complaint may be raised in any of the ways listed below:​

  • By email:

  • By telephone: 

If you are dissatisfied with the outcome of your complaint or the complaint procedure, you may make a further complaint to the Civil Mediation Council (CMC). Details of the CMC complaints procedure can be found at:

Complaints – Civil Mediation Council