Complaints and Conflict
Purpose and Principles of this Policy
- To support clear, respectful acknowledgement of your dissatisfaction with our services
- To support, fast, careful, timely and transparent movement through any complaints and issues raised
- To support a resolution process that is supportive of all parties.
Our intention is to offer services in ways that value integrity, inclusion, care and respect for all. We also know that, despite our very best intentions, there may be times when there is dissatisfaction with our work. We believe that every voice matters and we want yours to be heard.
We value feedback even if its scary to give it to us: We aim to receive with openness. We are committed to learning and improving our services, communication and practice. If at any time your feedback is difficult for us to hear we commit to getting support to genuinely open our heart to what you want us to understand.
If you are dissatisfied in any way with any service you receive from us, 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 network (an empathy buddy or someone else you feel comfortable with) to help you get clear about your needs.
2. Contact us
Contact us with your complaint. Please put the word ‘Complaint’ in the subject header.
If necessary, we will have a conversation for us 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 us about this, please contact the Conflict Transformation Weave directly who will follow this procedure.
- Initiate the process by emailing firstname.lastname@example.org with brief details
- A member of Conflict Transformation Weave contacts you and has a first ‘triage’ discussion to see what response is necessary. Note: If the issue involves someone in the CTW, we will ask another trainer to have this conversation. See here for current members of the CTW: http://www.ctw-uk.com/
- Initial support takes place (empathy, mediation, community circle)
- Is the issue resolved? If yes, the CTW will log and record the issue, and communicate to people involved
- If the issue isn’t resolved, there is a second ‘triage’ meeting. What’s necessary now after the initial support
- Further support takes place (Further dialogue, community circle, written acknowledgements of learning, other action steps.
- Is the issue resolved? If yes, the CTW will log and record the issue and communicate to people involved.
- If the issue isn’t resolved, 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
- Statement is made to the community, recommendations are tracked, and case is closed.