We are committed to providing a high quality family mediation service to all our clients. We welcome comments, compliments and concerns being raised with us in order to learn and improve our practice.
If you have a complaint about our practice, please contact us with the details in writing.
How we deal with Comments, Compliments and Complaints
The staff member receiving feedback will initially pass to the appropriate mediator to record the feedback.
Complaints (including claims of breach of the Family Mediation Council (FMC) Code of Conduct for Family Mediators) may be made by mediation clients (including persons attending mediation information and assessment meetings or other initial consultations), by other mediators (including PPCs), or by others directly affected or disadvantaged by the mediator’s actions. Complainants do not need to be affected personally by the actions of the member where they are making a claim that the member is in breach of the FMC Code of Practice.
If a complaint is raised, the mediator will respond by e-mail, letter or phone, usually within 7 days.
Where appropriate the mediator will offer a further mediation meeting to resolve outstanding issues.
If the person is dissatisfied with the mediator’s response, they should explain in writing why their complaint has not been addressed. This will be passed to the company director for resolution following consultation with the mediator’s Professional Practice Consultant. The director will endeavour to respond within 14 days.
On reviewing a complaint, the director may call upon an independent Professional Practice Consultant to review the matter and advise the company. In this event written consent will be sought from clients to release their papers to a third party for scrutiny.
The Independent Professional Practice Consultant should report within 14 days of receiving the case file to the director who should write to the complainant confirming their decision usually within 7 days of receiving the report.
In cases where a breach of the FMC Code of Practice has been identified the mediator will be referred to their member body.
If we have not resolved a complaint within the above timescales you may make a formal complaint to the mediator’s membership organisation which is named on your agreement to mediate. (If you are unsure how to identify or contact the organisation ask us for further details). The membership organisation will not make a charge for investigating complaints. A membership organisation’s complaints procedure does not prejudice your right to seek civil remedy.
Please note, the membership organisation will normally only investigate a complaint relating to the service provided by the member if the complainant has already exhausted the member’s own complaints procedures.