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Complaints Procedure

Overall Context

The School of Movement Medicine uses working models for dealing with difficulties,

disagreements and informal complaints which respect both individuals involved and their relationships. The Movement Medicine assumption that we are all interconnected means that issues need addressing in the context of relationship, of any harm caused to relationship and the repairing of any harm.

Given that many conflicts arise through miscommunication and given that conflict can quickly escalate without direct communication, it is encouraged that wherever possible, individuals experiencing difficulty communicate their difficulties directly to the School or the people involved. Complainants may bring a friend or colleague to any such meeting to support them.

If you are experiencing difficulties with the School, its Founders, Staff or Faculty, we ask that you firstly get support to clarify what the issue is. Once this is clear, and only then, please communicate through the channels indicated below.

There will be opportunities for dialogue, responsiveness and restoration of relationship

The complainant and the person named as the focus of any difficulty, or both parties in any disagreement, will be given appropriate opportunities to express themselves and for their position and feelings to be heard

This procedure aims to bring new awareness to any situation that no longer feels fair or safe to someone and aims to seek a satisfactory outcome that is acceptable to all involved

Key elements of good practice in the implementation of this procedure include self-responsibility, allowing feelings to be named and heard, responsiveness and supporting people to move on

 

Step by Step process

 

  1. In the first instance, any complaint should be sent in writing to the Administrator at the School of Movement Medicine [1]

Receipt will be acknowledged and the mail will be passed on to the relevant parties. Except in exceptional circumstances, you can expect to hear back from the person involved within 10 working days to arrange an online meeting at the earliest convenience for all parties involved. If for any reason this is not possible, the complainant will be informed

 

  1. This online meeting, in the first instance, will be a meeting just between the parties involved plus any friend or colleague the complainant wishes to bring.

 

  1. If the issue still cannot be sorted out through this first meeting, the person bringing the issue can ask for a mediation procedure, with a professional mediator appointed by the School of Movement Medicine. The procedure will take the following form.

 

Meeting One: The complainant will meet with the mediator and the meeting will last for up to thirty minutes to clarify the complaint and the wished-for outcome of this mediation.

Meeting Two: The Mediator will meet with the person or people about whom the complaint is being made to ascertain their response to the complaint, what they wish to communicate to the complainant, and the wished-for outcome of this mediation. The meeting will last for up to thirty minutes.

Meeting Three: The last meeting will be between all parties concerned and the mediator and will last for a maximum of two hours. The focus will be to make sure all points of view are heard and acknowledged.

 

The costs of the process will be covered by the School of Movement Medicine

 

  1. In the case of a mediator being brought in, all who are involved will be supported, and conditions of safety and confidentiality will be established

 

Conclusion

The School and all who work for it will bring their best efforts to resolving any issue that arises. We cannot however, guarantee that a resolution will be found that any complainant will find to their total satisfaction.

As much as we all wish to understand one another, it is our experience that sometimes the realities of the people involved are too far apart for any resolution to be reached. If this should happen, we suggest that everyone moves on, acknowledging that all have done their best and that in this case, an agreement to disagree may be the best outcome possible.

[1] roland@Rwevents.co.uk Nappers Crossing, Staverton, Devon, TQ9 6PD. Tel: +44 (0)1803 762 255