Purpose and Principles of this Policy
- To support clear, respectful acknowledgement of your dissatisfaction with my services, if any.
- To support fair, fast, timely and transparent movement through any complaints.
- To support a resolution process that is supportive of all parties.
Are you dissatisfied with my services?
It is my intention to offer my services in ways that value equality, inclusion, fairness, care and respect, and that support wellbeing. I recognise that, despite my best intention, my service may not always be delivered or received in the way I would like it to. I know there may be times when I do or say things that could stimulate painful feelings for you and events that do not fully meet your needs.
Feedback
I very much welcome hearing feedback about anything you want to share with me. I am committed to learning and improving my sessions and my communication. If your feedback is difficult for me to hear (beyond a level I can handle on my own) I will get support to help me be ready to hear what it is you want me to understand.
Contact me directly
Please send me an email with the word “Complaint” in the subject header, to share what you want me to know. Initially it can be a brief outline. When I receive this, I will do my best to respond to you within 48 hours and will organise a phone or video call with you as soon as feasible for us both.
My wish is for us to communicate with as much openness and clarity between us as possible. I find the NVC process a great help to guide difficult communication. I want to understand what happened, how you feel and what needs have not been met during the situation that you share with me. Of course you are free to communicate however feels natural and helpful to you.
I am keen to consider suggestions and requests for action that may be taken to resolve this matter and to prevent situations like this arising in the future.
If you don’t want to contact me directly, or we have met and have NOT been able to find a resolution together, you may wish to contact the Conflict Transformation Weave NVC-UK.
Conflict Transformation Weave
The Conflict Transformation Weave is a group of NVC practitioners who help NVC communities to respond and move through conflicts by building agreements, skills and resilience. You can find out about them here: www.ctw-uk.com. They also support those engaged in communicating about complaints. They will guide you through the service they offer.
Centre for Nonviolent Communication (CNVC)
I am an NVC trainer certified with the international Centre for Nonviolent Communication (CNVC) which is based in the USA. I hold a current agreement with CNVC (renewed annually) to practice, so another option you have available to you is to contact them. Their website is: www.cnvc.org .
My trust in communication
I hope, after reading this, you will contact me directly if you have something to share about your dissatisfaction with my services. I have a lot of trust in the benefit to all involved, of communicating about such things, and would value the opportunity to see if we can resolve your complaints to your satisfaction.