Our Complaints Policy
We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will enable us to deal with your concern and help us to improve our standards.
Who to notify a complaint to?
If you have a complaint about our service, and it is during mediation or within 3 months of your last mediation session, please set it out in full and to your Mediator via email
What will happen next?
Once a complaint has been received by your Mediator
a) We will email you to confirm that we have received your email, and this will be sent out within 10 working days of receiving it. The email will set out the name of the person dealing with your complaint and we will also enclose a copy of this procedure.
b) Following this response from us, within 14 further working days, we will look into your complaint and attempt to resolve it informally with you
c) If the complaint cannot be resolved at this stage then within a further 14 working days we will formally respond via email and at the same time we will send the full details of the complaint to our Practice Manager who will allocate the complaint to an internal complaint’s handler.
d) The complaints handler then has a further 14 working days within which to try to resolve the complaint
e) If the complaint is not resolved at this stage then within a further 7 working days we will send you a letter to confirm that the complaint has now become formal and if mediation is still continuing it will be explained that mediation cannot continue and the other party to the mediation will be informed of the complaint, although not the details of it.
f) Once the complaint has become formal those responsible for your case will pass details of the complaint to an external assessor who will attempt to resolve the complaint within 28 working days.
g) If at that stage you are still not satisfied that the matter has been resolved you have a right to make a formal complaint to the Family Mediation Standards Board (FMSB) – www.familymediationcouncil.org.uk. The FMSB will expect you to have followed our procedure before they will investigate any complaint.