At Family Matters we are committed to providing the highest quality of services from initial phone call or email to final documents. Anyone who receives a service from us or has any interaction with our mediators or our business support staff should be able to tell us what they think and know we will listen.
Hearing from people is invaluable in helping us to improve our services. Sometimes, despite our best efforts, things can go wrong, and if this happens it would be good to hear from you. Your feedback and complaints are particularly helpful in helping us to understand what we do well, and what we could do better.
You can find our Complaints Policy here and our Privacy Policy here.
Feedback
You can submit your feedback to us anonymously if you want to comment on a particular aspect of the service you have received. Remember if you do this we won’t be able to contact you to follow up, so if you would like a response, make sure you submit a compliment or a concern instead of anonymous feedback when prompted.
Compliments
If you think we have done something well or would like to recognise a mediator or member of staff for the delivery of a good service, it would be great if you could let us know. This helps us to understand more about what we are doing well and to build on this in the future.
Concerns & Complaints
If you think we have not provided a good service, we want to hear from you.
We will listen to what you say and use your feedback to improve our services. If we have done something wrong and our services have fallen short of what you expected, we will do our best to put it right.
We want to try and resolve any concerns or complaints as soon as we can. More complicated issues can take a little longer.
