Our Policies and Procedures

Complaints Handling Procedure

If you are unsatisfied in any way with our service or wish to make a complaint, please refer to our designated page.

Equal Opportunities Policy

Olive Mediation Group has an equal opportunities policy that is made available to all paid, subcontracted and voluntary staff plus clients, trainees and supervisees. It outlines the practical steps we expect those working for us to take to try and ensure our service is accessible to everyone who wishes to use it. It also outlines action taken where a breach of this policy has occurred.

Throughout its dealings, Olive Mediation Group seeks to provide an individual service tailored to the specific needs of its users.  We are committed to making our service as accessible as possible to all those who wish to use it regardless of their race, colour, ethnic or national origin, gender, marital status, sexual orientation, age, disability or religion.

Putting this principle into practice

For everyone who approaches our service we will: -

1. Check if they have any particular needs to enable them to use our service on as equal a basis as possible as other clients and in particular other parties in the same case.

2. Provide, where practically possible: -

a. A venue that meets the access needs of each client.

b. Production of written material in a format that is accessible to each client. In practice this may mean large print, audio tape, clear simple language etc

c. The provision of an interpreter at mediation sessions.

d. Meetings and events run at a time and in a way that enable clients to take part on an equal basis.

All Olive Mediation Group paid, subcontracted and voluntary staff will:

i. Avoid making assumptions about the needs, views, potential actions or abilities of any individual client based on race, colour, ethnic or national origin, gender, marital status, sexual orientation, age, disability or religion.

ii. Seek to clarify the above with each individual client throughout the time we provide a service to them.

iii. Attempt to meet any access needs as described above.

iv. Be aware that both they as individuals and also our clients may sometimes hold stereotypical views of particular groups in society that may not be founded in fact. When dealing with such views with others it may be helpful politely to question the basis for assumptions made and ensure that decisions are not made on the basis of prejudice rather than fact.

Where a member of staff (paid or voluntary) is concerned that they may hold stereotypical views of a particular group or situation, they are encouraged to discuss this matter in confidence and with the Olive Mediation Group supervisor.

Breaching this policy

Where there has been an alleged breach of the above policy by someone working with Olive Mediation Group, this matter will be fully investigated by the Olive Mediation Group Director or by an external supervisor if the allegation is made against the Director.

Both the person alleged to have breached this policy, and those making the allegation, will be given the opportunity to put forward their viewpoint.

Where it has been decided that there has been a breach of policy, Olive Mediation Group would in most instances seek to rectify the situation by offering an apology for this breach and by taking action to ensure this matter did not arise again. In practice this would mean offering support and training to the person breaching the policy where this breach had been the result of lack of information about the subject.  This would require the member of staff to express a commitment to increasing their understanding of the area in question.

However, should the breach of this policy be, in the opinion of the Director and of the external supervisor, extremely serious, ongoing or where the member of staff committing a breach showed no intention to review the attitudes or actions which led to this breach, then that person will be asked to cease working for Olive Mediation Group.

Other Suppliers

Olive Mediation Group would always seek where possible to provide information to clients on other sources of support and advice that operate Equal Opportunities Policies.

Terms & Conditions

You are very welcome to visit our website. 

If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Olive Mediation Group’s relationship with you in relation to this website.

The term ‘Olive Mediation Group’ or ‘us’ or ‘we’ refers to the owner of the website. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

1. The content of the pages of this website is for your general information and use only. It is subject to change without notice.

2. Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

3. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

4. This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

5. All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.

6. Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.

7. From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

8. You may not create a link to this website from another website or document without Olive Mediation Group’s prior written consent.

Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Scotland and Wales.

Privacy Policy

This privacy policy sets out how Olive Mediation Group uses and protects any information that you give Olive Mediation Group when you use this website.

Olive Mediation Group is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, you can be assured that it will only be used in accordance with this privacy statement.

Olive Mediation Group may occasionally change this policy by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 1st December 2016.

Documents and Record Keeping in relation to Complaints

We will ensure all documents and data relating to any complaint are kept confidential and only disclosed so far as is necessary for:

a) the investigation and resolution of the complaint;

b) internal review for the purposes of improving our practice and developing our training;

c) complying with requests from the Family Mediation Council or Scottish Mediation in the exercise of their monitoring and auditing functions.

A record will be kept of each complaint, all steps taken in response to it and the outcome of the complaint, together with a copy of all correspondence, including email, and all other documents generated in response to the complaint.  

Complaints will be reviewed annually by Olive Mediation Group’s Practice Board in order to identify any recurring concerns or trends so that we can rectify them and put in place training requirements.

What we collect

We may collect the following information:

- name and job title

- contact information including email address

- demographic information such as postcode, preferences and interests

- other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

- Internal record keeping.

- We may use the information to improve our products and services.

- We may periodically send promotional email about new products, special offers or other information which we think you may find interesting using the email address which you have provided.


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable.

Olive Mediation Group Ltd is registered with the Information Commissioner’s Office under registration reference: ZA204727.