LONDON OFFICE
Coram Chambers, 9-11 Fulwood Place,
London, WC1V 6HG

Phone: 020 7092 3700
Fax: 020 7092 3777

COLCHESTER OFFICE
St Martin’s House, 63 West Stockwell St,
Colchester, CO1 1HE

Phone: 01206 217133
Fax: 01206 548704

Email: mediation@gleamed.co.uk

Quality Assurance
Please click below on any of the links, or scroll down the page to read through all of the sections.

Business Arrangements

GLEAMED has a well-established and proven business process, with supporting documentation, for the prompt handling of referrals and the smooth end expeditious management of the arrangements for a mediation.

GLEAMED LLP and all our mediators are covered by Professional Indemnity and Public Liability insurance of at least £1,000,000.

GLEAMED has fully compliant Equality and Diversity policies in place to which we subscribe whole-heartedly as a mediation provider.  We also require all our mediators to subscribe to these policies and the EU Code of Practice for mediation when accepting, preparing for and conducting mediation.

Training and Development

All GLEAMED mediators have attended and passed a recognised training programme that meets the Civil Mediation Council’s criteria. Thereafter, all GLEAMED mediators complete at least three observations of mediations being handled by experienced colleagues before being accredited by us to lead a mediation themselves.

GLEAMED records panel members Continuous Personal Development (CPD) activities to ensure that all our mediators complete at least six hours of CPD as recommended by the CMC.  Our CPD activities include attendance at conferences, participation in debates and contributing to the development of mediation practice, attendance at seminars arranged by GLEAMED and the development and presentation of seminars, including for Essex University School of Law, local solicitors CPD events and business organisations such as the Chartered Management Institute and Institute of Directors.

Our mediators also continue to broaden their experience, knowledge and techniques through observation of mediations being led by colleagues.  Our more experienced mediators act as mentors and supervise less experienced panel members, will attend or be ‘on call’ during their mediations and provide a debriefing afterwards.

GLEAMED is also a mediation training provider, able to run courses to train mediators, which fully meet the Civil Mediation Council’s criteria and are independently registered by the Open College Network Eastern Region.

Code of Conduct and Codes of Best Practice

GLEAMED adheres to the EU Code of Conduct for Mediation and has adopted and adheres to the CMC Code of Best practice for Mediation Organisations 2009, as do all our mediators when conducting mediation on behalf of GLEAMED.

Complaints Procedure Summary

GLEAMED has its own procedure under which complaints are reviewed by two experienced mediators who have had no involvement in the mediation concerned.  If redress is considered appropriate, some or all of the fees charged will be refunded and GLEAMED will review the findings to establish whether the mediator concerned should undergo further training and supervision or whether they should leave our panel.

GLEAMED has also undertaken to co-operate with and follow the recommendations of the CMC Independent Mediation Complaints Review Scheme.  This provides complainants with an alternative to the GLEAMED Complaints Procedure or, thereafter, access to an appeal against our findings.

To see our detailed complaints policy please click here

Equality, Diversity and Diability Policy Statement

GLEAMED is committed to avoiding discrimination in its dealings with clients, employees and all other third parties that have dealings with the organisation.  It is committed to promoting diversity in its professional activities.

Everyone in GLEAMED is expected and required to treat all others equally and with the same attention, courtesy and respect, regardless of their age, sex (including gender re-assignment, pregnancy, maternity and paternity), sexual orientation, religion or belief, marital status, race or racial group (including colour, nationality and ethnic or national origins) or disability.

In addition, GLEAMED will ensure that nobody with whom it has dealings will suffer any substantial disadvantage through any disability that they might have.  GLEAMED is committed to making reasonable adjustments for those with a disability in relation to job opportunities, promotion and training within the organisation and the provision of services to clients. 

This policy will be monitored annually by GLEAMED to judge its effectiveness.  The Managing Mediator has been appointed to be responsible for the operation of the policy.  In particular, GLEAMED will monitor the ethnic and gender composition of existing personnel, applicants to join the organisation and seniority grading arrangements, and the number of people with disabilities within these groups, and will review its equal opportunities’ policy in accordance with the results shown by the monitoring.  If changes are required, GLEAMED will implement them.  Any developments of GLEAMED’s strategic and Business Plans or changes in business procedures will similarly be examined in order to ensure that no inadvertent breach of the policy occurs. 

Health and Safety Policy

GLEAMED is concerned to ensure the safety of all of its personnel (whether at the office or working elsewhere) and all visitors to its premises.  To that end the organization has appointed Tom Thomas (“the Health and Safety Manager”) to take particular responsibility for health and safety issues.  He will report to the panel on such matters as and when they arise and, in any event, at least yearly when a review of the health and safety position will be undertaken.  In the absence of the Health and Safety Manager, he may delegate certain health and safety matters to others. 

GLEAMED's Policy

GLEAMED is committed to providing for the health, safety and welfare of all employees and clients, and will observe The Health and Safety at Work, etc. Act 1974 and all other relevant legislation, regulations and codes of practice made from time to time.  GLEAMED will take into account any recommendations made by the Health and Safety Executive with regard to health and safety issues and, where appropriate, will liaise with the Health and Safety Executive on health and safety issues that are of particular relevance to the organisation. 

Responsibility for Health and Safety

The allocation of responsibility for health and safety matters is as follows: -

  • Tom Thomas has overall and final responsibility for giving effect to this health and safety policy and is responsible for ensuring that there is consultation on health and safety matters with GLEAMED personnel, either through representatives of recognised Trade Unions or through representatives of panel members as appropriate, in order to maintain health and safety at work.  He is also responsible for the implementation of monitoring of health and safety policies. 
  • Mediators are responsible for the implementation of health and safety policies in the areas under their control. 
  • All Mediators and employees have a responsibility to observe all safety rules and to co-operate with the Lead Mediator charged with responsibility for the implementation of the health and safety policy, to achieve a healthy and safe work place and to take reasonable care of themselves and others. 

Procedures

Detailed procedures on health and safety are held at GLEAMED’s Colchester office.

Risk Policy

GLEAMED is committed to providing a reliable, effective and expert mediation service to all clients.  This policy is achieved through the adoption of risk and quality management processes and procedures, details of which are held at our Colchester office.

Community and Social Policy

GLEAMED recognises the role it plays in the community and the fact that we all have social responsibilities.  We are committed to operating in a responsible way and are conscious of any impact that we may have on the environment.  Therefore, we make every effort to recycle our refuse and reduce our carbon footprint wherever possible.  We also encourage our Panel to undertake pro bono work, usually but not exclusively in conjunction with Community Mediation Providers.

Our Community Mediators are responsible for the community and social policy and for ensuring that the policy is kept updated and reviewed at least annually.

Detailed Complaints Procedure

Our Complaints Policy

GLEAMED is committed to providing a high-quality mediation service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.  Our Confirmation Letter sent to advise you that we will undertake the mediation will have advised you who you need to contact if this procedure has to be started for any reason.

Our Complaints Procedure

If you have a complaint, contact us with the details.

What happens next?

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out.  We will also let you know the name of the person who will be dealing with your complaint.  We aim to send you an initial letter within three days of us receiving your complaint.
  2. We will record your complaint in our Central Register and open a separate file for your complaint.
  3. We will then start to investigate your complaint, which will normally involve the following steps: –
    • We will pass your complaint to Tom Thomas, our Managing Mediator.
    • He will ask the mediator who acted for you to reply to your complaint.
    • Either he and an unconflicted Senior Mediator or two unconflicted Senior Mediators will then examine the Mediators reply and the information in your complaint file. If necessary, they may also speak to the Mediator concerned.
    • We will then write to you with our findings.

    We anticipate that this will be completed within 21 days of acknowledging your complaint.

  4. If you are unhappy with the explanation, Tom or one of the investigating Senior Mediators will invite you to a meeting to discuss and hopefully resolve your complaint.
  5. Tom or the Senior Mediator concerned will then write to confirm what took place and any solutions agreed with you.
    If you do not want a meeting or it is not possible, Tom or the investigating Senior Mediator will send you a detailed reply to your complaint.  This will include suggestions for resolving the matter.  We anticipate that this will be concluded within 14 days after the offer of a meeting.
  6. At this stage, if you are still not satisfied you can contact us again.  We will then arrange to review our decision. This will happen in one of the following ways: -
    • Another Senior Mediator will review our decision within 14 days.
    • Within five days, we will invite you to agree to independent mediation. We will let you know how long this process will take.
  7. We will let you know the result of the review within five days of the end of the review.  At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Civil Mediation Council Complaints Service.  If you are still not satisfied, you can contact them about your complaint

If we have to change any of the timescales above, we will let you know and explain why.

We do want all our clients to feel that any complaint is being taken seriously.

Client Care Policy

Competence

GLEAMED will accept a referral for mediation only where it can meet its commitment to the provision of an expert and professional service to the client. Where a mediation would be beyond the expertise or capabilities of our panel, it will be declined.

Confidentiality

Except in certain limited and exceptional cases, every item of information concerning our clients, their business or indeed GLEAMED’s involvement in a mediation between them is confidential. Breach of this essential requirement will always be viewed with the utmost seriousness. If any GLEAMED personnel have seen or heard any information about or concerning the organisation or its clients, he or she should not speak about it to any other person, even within GLEAMED (unless in a professional conversation relating to the carrying out of his or her duties) and under no circumstances should he or she mention it to anyone outside GLEAMED.

All affairs of GLEAMED and its clients are to be regarded as strictly private and confidential and outside the normal course of business they must not be alluded to or discussed with any other person.

It is very easy to fall foul of the duty of confidentiality by “quick” conversations and meetings in public areas. Any discussions relating to client business in public areas should be kept to a minimum and, wherever possible, clients should be taken into a private room; what was expected to be a short visit can easily change if the client asks questions and they should be entitled to do so out of the earshot of other clients or visitors.

Commitment

Clients seek mediation for a variety of reasons, but many approach a Mediation Provider when they are vulnerable and emotional, whether this relates to their personal lives or in their business activities. Clients are entitled to expect a genuine commitment from all personnel handling their mediation, with appropriate priority being attached to their requirements.

Courtesy

All clients should be dealt with in a respectful and courteous manner by all personnel. This will have many implications, from not keeping clients waiting in the Reception area without explanation, to showing them the way to and from meeting rooms, to returning telephone calls and e-mails promptly, and generally taking an interest in them and their problems. All personnel should show a genuine concern for GLEAMED’s clients by doing their best to help them.

The basic standard of client care will include the following:

  1. Prompt handling of all relevant correspondence to ensure clients are kept up to date with the arrangements for their mediation.
  2. Telephone calls returned the same day, if at all.
  3. Correspondence being prioritised on the day of receipt into action that day and non-urgent. Ideally, letters from clients, especially if requiring information on progress, should be answered on the day of receipt.
  4. Letters to clients and their representatives being written in plain and succinct language.
  5. Appointments being given to clients and/or their representatives without undue.
  6. Clients are to be advised at an early stage on the costs of their mediation and this should be updated should the original quotation need to be increased. Clients should also be advised as to any expenses likely to be incurred.
  7. Checklists, where relevant, should be used to ensure preparatory arrangements and the mediation itself follows best practice.

Insurance

To provide appropriate consumer protection for our clients, GLEAMED holds Public Liability and Professional Indemnity insurance cover as a Mediation Provider of £2,000,000 for each and every event.