Service & Complaints Policy

Viv has always been passionate about going the extra mile for clients, ensuring client satisfaction and giving value for money.

Delivering our training and mediation solutions with the highest level of professional standards and service is therefore really important to us.

After all training sessions and mediations, we always ask for feedback so that we can improve and continue delivering an exceptional level of service. We welcome your honesty in providing such feedback.

Raising a concern

There may, however, be occasions when training sessions or mediations don't go according to plan. If you do have any concerns, please raise these with Viv in the first instance on the telephone, or by email at complaints@vivwild.com if you prefer, so that we can discuss your thoughts and agree a solution. We hope that we can deal with any such concerns in this way.

Formal complaints procedure

If that isn't possible and you remain dissatisfied after discussing your concerns with Viv, our formal complaints procedure is set out below.

1. 1
   Please address your formal complaint in writing to: Viv Wild, Brookside Farm, Townhead, Dunford Bridge, Sheffield S36 4TG.
2. 2
   We will acknowledge receipt of your written complaint within 3 working days.
3. 3
   We will then fully investigate the matter and, within 21 working days of receipt, respond to you in writing with our conclusion and a detailed explanation of what we’ve done to resolve the complaint and how we’ve reached that conclusion. If relevant, we will also then set out our proposal for resolving the matter and provide details of any actions we’ve taken as a result. If it transpires that we need a little more time before responding, however, we will contact you, explain why, and let you have a revised time frame.
4. 4
   If you are still dissatisfied after receipt of our formal response and the matter concerns a mediation, you may choose to use the Civil Mediation Council's complaints process. More information on this service can be found at: Concerns — Civil Mediation Council .
5. 5
   If your complaint is about the way in which we’ve handled your personal information (or the personal information of someone for whom you’re acting), and you remain dissatisfied after receipt of our formal response, please note that you have the right to complain to the Information Commissioner’s Office. More information on this can be found at: Make a complaint — ICO .
6. 6
   Please note that we keep records of all feedback and formal complaints for transparency and reflection and we will continually consider and review what has happened and whether there’s anything we can learn or improve on to prevent future complaints.