SCMA COMPLAINTS POLICY AND RESOLUTION SERVICE

1. If you have a complaint about an officer, member or trainer of the SCMA Nigeria or the provision of its services, or about a registered user of the SCMA Mediation Advocacy Standards in respect of the service they have provided you must first complain to that person directly, and where appropriate, in writing.
2. If you are not satisfied with the outcome of or response to your complaint at that stage you may refer the matter to the SCMA its Director/Associate Convenor. by email at mediationadvocates@gmail.com  or by post to Valentino Buoro, SCMA Nigeria,33 Adegbola Street, Anifowoshe, Ikeja Lagos marked PRIVATE & CONFIDENTIAL. This must be done within one month of conclusion of consideration of the complaint by the person or body the complaint was referred to, and in any event within 3 months of the events giving rise to the complaint. Complaints received outside these time limits will only be accepted at the discretion of the SCMA Nigeria.
3. Complaints can only be considered by the SCMA if they concern an individual or organization which is a member of the SCMA or a registered user of the SCMA Mediation Advocacy Standards. The SCMA regrets that it cannot consider complaints against non-members.
4. All documents relating to the complaint must be submitted with the complaint or, if any are unavailable, you must give an indication as to when they will be supplied. In submitting a complaint, you consent to all information you supply and any accompanying documents being disclosed to the other party to the complaint, to the SCMA’s Complaints and Discipline Committee, the SCMA Advisory Board and to other relevant third parties which may include other regulators.
5. A complaint may be made on the following grounds only:
   1. that an SCMA member or Registered User of the SCMA Mediation Advocacy Standards did not provide the standard of service reasonably to be required of or act competently as members of the SCMA or Registered Users of the SCMA Mediation Advocacy Standards
   2. that is not a fit and proper person to be a member or so Registered
   3. that an SCMA member or Registered User of the SCMA Mediation Advocacy Standards has brought the SCMA or the said Standards into disrepute
6. Complaints will be dealt with in accordance with the procedures adopted by the Complaints and Discipline Committee or Advisory Board of the SCMA to be convened for such purpose from time to time. A copy of the procedure is available on request from the Director.
7. All communications must be made in writing, but in its absolute discretion the SCMA may also accept oral representations from the parties.
8. The determination of a complaint by the SCMA and any disciplinary measures imposed are final and no further appeal will be entertained.
9. The SCMA will progress your complaint with due diligence and in most cases provide a final determination within 6 months of receipt of the complaint.