This is the Resolution complaints policy and procedure.
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What follows is a selection of comments made to practitioners and potential responses. These are not 'scripts' but ideas as it is also important that you say things in a way that is authentic to your speech and therefore for anyone you are speaking to.
Resolution members are all committed to working in a conciliatory way and adhering to the Code of Practice. This means that you should ensure that even when you are faced with a complaint (and possibly a very angry person), that your commitment does not vary from your normal professional approach.