Complaints procedure

As an MfN-registered mediator, I am bound by the complaints procedure of the MfN register. If you have a complaint about how I have performed as a mediator, I would prefer you to discuss it with me first. A problem can often be resolved with a good conversation or further explanation. If that does not work, you can submit a complaint to the MfN register.

Below is a summary in English. The official text of the procedure is in Dutch: see the Klachtenregeling. In case of any difference, the Dutch text prevails.

Purpose

The complaints procedure is intended to resolve complaints in an accessible, informal way. It is run by the MfN register, the independent quality register of the Dutch Mediators Federation (MfN).

Submitting a complaint

• Submit your complaint in writing to the MfN register, in principle within twelve months after the mediation has ended.
• State your name, place of residence, phone number and email address, the name of the mediator, the mediation agreement, a short description of the mediation, its end date and a short description of the complaint.

What happens next

• The register confirms receipt within a week, sends the complaint to the mediator and appoints an independent complaints handler. If there are ties that stand in the way of impartial handling, another complaints handler is appointed.
• The complaints handler discusses with you whether the complaint can be dealt with under this procedure. If not, the handler explains the option of disciplinary proceedings.
• The complaints handler hears both you and the mediator and aims for a satisfactory outcome. The complaint is dealt with within six weeks, a period that can be extended once by up to four weeks.
• The complaints handler cannot give a binding decision or impose sanctions, but can make recommendations or give an opinion. You and the mediator receive a written notice when the handling has ended.

Disciplinary proceedings

If your complaint concerns a possible breach of the code of conduct, you can also turn to the Stichting Tuchtrechtspraak Mediators, the independent foundation for disciplinary proceedings for mediators. Every mediator who is on the MfN register at the start of a mediation is subject to these proceedings.

Confidentiality and costs

The complaint is handled in private and everyone involved is bound to confidentiality. You and the mediator are released from the duty of confidentiality only for the information needed to deal with the complaint. The MfN register pays the costs of the complaints handler; any costs you or the mediator incur yourselves are for your own account.

See also the code of conduct for mediators.