Quality Assurance
In working with us, we wish to reassure you that the performance quality of the Company and our mediators is subject to clear, high standards and is constantly monitored. Some elements of our Quality Assurance procedures are shown in this Quality Assurance document and outlined below.
Panel Membership
Each Panel Mediator has both formal mediation training and takes part in our Continuous Professional Development program, which requires them to complete at least 17.5 hours a year of continuous practice development, plus they are required to keep a logbook of their activities and submit this once a year for review.
Integrity/ Ethics
We are a member of the Scottish Mediation Network which means we agree with its Guidelines on the Practice of Mediation, which you can view by following this link http://www.scottishmediation.org.uk/. In addition our Panel Members operate under our Code of Practice which incorporates up to date thinking from around the world.
Client Satisfaction
We request clients give us feedback on prepared feedback forms. These are carefully monitored and steps taken to deal with any quality issues that arise.
Rules of the Mediation Process
We subscribe to a facilitative model of mediation and the rules of the mediation process that flow from this approach. We also believe that one of the attractions of mediation as a dispute resolution process is its flexibility in dealing with the organisational complexities posed by different types of dispute.
Complaints Procedure
Should either party to the mediation have any complaint against either Catalyst Mediation or our mediators, we have a clear redress procedure shown in our Code of Practice document.