Complaints & Appeals Policy

MFI Complaints & Appeals Policy for QAP

If any person makes a compliant to Mediation Foundation of Ireland re QAP, they will be requested to put the complaint in writing.

The complaint will be acknowledged by email within one working day of the written complaint being received. The complaint will be investigated by a director of MFI. If the complaint is deemed to be a valid one, the complainant will receive either a correction or an apology or, if appropriate, compensation. This will be done within 5 working days.

If the person is dissatisfied with the outcome of the complaint process, they have 10 days in which to lodge an appeal with MFI. The appeal will have to be in writing. The request for an appeal will be acknowledged within one working day. One director of MFI and two assessors will review the appeal and will reach a final conclusion within 5 working days. The appeal will either be accepted and corrected or rejected. The appellant will be informed of the decision by email within one working day of the appeal decision being reached.

Last Updated: 23rd May 2024