Complaints Procedure

If regrettably you are unhappy with our service, then we will implement our complaint’s procedure and endeavour to regain your trust to enable mediation to continue to a satisfactory conclusion. 

If you are either: -

1. A client or former client of the practice
2. A prospective client who has been directly affected by a mediator’s professional behaviour
3. A person who has been invited to participate in a mediation process

then it is essential that we are made aware in writing of any complaints as quickly as possible and in any event within a month of the last mediation meeting. 

Please set out clearly in writing, the issue you wish to be addressed, which will be acknowledged within ten working days of receipt and investigated and responded to within 30 working days of receipt. If further time to respond is required, then this will be notified in writing.

If matters cannot be resolved to your satisfaction, then if appropriate and within 30 days of receipt of the response to the complaint, you may request in writing that the complaint be referred to mediation for consideration.

If you do not wish to consider mediating a resolution, and the complaint has not been resolved, you may refer matters relating to breaches of the Family Mediation Council’s Codes of Practice or Standards Framework to the Family Mediation Standards Board. https://www.familymediationcouncil.org.uk/complaints-about-mediators/. Kindly note that our agreement to mediate includes information held by the mediator to be shared with the FMSB in the event of a formal complaint to which that information pertains.