Family Matters Mediate Ltd is 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 concerns about our practice please contact Family Matters 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.
In the event of a concern being raised, the mediator will respond by e-mail, letter or phone within 7 days.
Where appropriate the mediator will offer a further mediation meeting to resolve outstanding issues.
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 affected by or privy to the member’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 the person is dissatisfied with the mediator’s response they should explain in writing why their concerns have not been addressed. This will be passed to a company director for resolution following consultation with the mediator’s professional practice consultant. The company director will respond within 14 days.
On reviewing the concerns, the company director may call upon an independent professional practice consultant to review the concerns 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 will report within 14 days of receiving the case file to the referring company director who will write to the complainant confirming their decision 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 that is named on your agreement to mediate. (If you are unsure how to identify or contact the organisation, please 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 a civil remedy. Note, the membership organisation will normally only investigate a complaint relating to the standard of service provided by the member if the complainant has already exhausted the member’s own complaints procedures.