Are you Dissatisfied with my Service?
Sarah Ludford Complaints Policy
Last updated 13th July 2020
Last updated 13th July 2020
Intention
It is my intention to offer services in ways that value inclusion, care and respect, and that support well-being. I recognise that my service may not always be delivered or received in the way I would like it to be. I strongly believe that every voice matters and I want yours to be heard, particularly in relation to any hurt you may have experienced as an impact of my words or actions.
I see learning as a life long journey and I know there may be times when I do or say things that could stimulate painful feelings, and events that do not fully meet needs, despite my very best intentions.
Knowing this, allows me to hold myself gently, and have more capacity to hear others when this happens.
I see learning as a life long journey and I know there may be times when I do or say things that could stimulate painful feelings, and events that do not fully meet needs, despite my very best intentions.
Knowing this, allows me to hold myself gently, and have more capacity to hear others when this happens.
Feedback
I wholeheartedly welcome hearing feedback or complaints about anything you want to share with me. I am committed to learning and improving my sessions, my communication and my practice. If at any time your feedback is difficult for me to hear I commit to getting support to genuinely open my heart to what you want me to understand.
Purpose and Principles of this Policy
- To support clear, respectful acknowledgement of your dissatisfaction with my services
- To support, fast, careful, timely and transparent movement through any complaints and issues raised
- To support a resolution process that is supportive of all parties.
Procedure
If you are dissatisfied in any way with any service you receive from me, including workshops, events and one to one sessions:
1. Get some support
As our practice is NVC, which is a community based practice of mutual support, please see if you have capacity to get some support from another person in the NVC UK network (an empathy buddy or someone else you feel comfortable with) to help you get clear about your needs.
2. Contact me
Contact me with your complaint. (Or ask a friend or support person to contact me.) Please let me know your complaint via email to sarah@sarahludford.co.uk or via my contact page. Please put the word 'Complaint' in the subject header.
As soon as 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.If necessary, we will have a conversation for me to hear your complaints and for us to find a resolution of the issue. If you are satisfied. this is the end of the process.My wish is for us to communicate with as much openness and clarity between us as possible – working with the NVC process to guide our 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.
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 we are NOT able to find a resolution together, you may wish to contact the Conflict Transformation Weave (CTW).
3. Contact Conflict Transformation Weave
Also if you do not feel comfortable talking directly to me about this, please contact the CTW directly. They will then follow this procedure.
Thank you for your honouring of your own needs in relation to the connection we have.
1. Get some support
As our practice is NVC, which is a community based practice of mutual support, please see if you have capacity to get some support from another person in the NVC UK network (an empathy buddy or someone else you feel comfortable with) to help you get clear about your needs.
2. Contact me
Contact me with your complaint. (Or ask a friend or support person to contact me.) Please let me know your complaint via email to sarah@sarahludford.co.uk or via my contact page. Please put the word 'Complaint' in the subject header.
As soon as 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.If necessary, we will have a conversation for me to hear your complaints and for us to find a resolution of the issue. If you are satisfied. this is the end of the process.My wish is for us to communicate with as much openness and clarity between us as possible – working with the NVC process to guide our 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.
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 we are NOT able to find a resolution together, you may wish to contact the Conflict Transformation Weave (CTW).
3. Contact Conflict Transformation Weave
Also if you do not feel comfortable talking directly to me about this, please contact the CTW directly. They will then follow this procedure.
- Initiate the process by emailing info@ctw-uk.com with brief details
- A member of CTW contacts you and has a first 'triage' discussion to see what response is necessary. I am currently a member of CTW therefore CTW will ask a trainer who is not a member of the team to have this conversation with you. See here for current members of the CTW
- Initial support takes place (empathy, mediation, community circle)
- Is the issue resolved? If yes, the CTW will log and record the issue, and communicate to people involved
- If the issue isn't resolved, there is a second 'triage' meeting. What’s necessary now after the initial support?
- Further support takes place (Further dialogue, community circle, written acknowledgements of learning, other action steps)
- Is the issue resolved? If yes, the CTW will log and record the issue and communicate to people involved.
- If the issue isn't resolved, a 'Support Panel' will be convened comprising 3 practitioners, who have not yet been involved in the situation, from within NVC UK network (and/or beyond if a different level of expertise is necessary). This Support Panel will invite statements from all involved, including any facilitators up to this point. The purpose of the Support Panel is to come to a decision around next steps and recommendations. Recommendations could include requiring a person to have further training on an issue, can recommend a particular form of acknowledgement from either party etc
- Statement is made, as necessary to the community, recommendations are tracked, and case is closed.
Thank you for your honouring of your own needs in relation to the connection we have.