Family Mediation - Raising concerns and making complaints
Resolving issues quickly
We want to give you the best possible service.
Please inform us immediately if at any point you become unhappy or concerned about the service we have provided, so that we can do our best to resolve the problem quickly.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues quickly. If you would like to make a formal complaint, please see our full complaints procedure which is set out below.
We are committed to providing outstanding service to our clients and we do our utmost to treat all our clients fairly.
Making a complaint
When a problem arises or something goes wrong, we need you to let us know as soon as possible. This gives us the opportunity to investigate your concerns objectively, address the issues you have raised and to try to satisfy your concerns. It also helps us to improve our standards. Making a complaint will not affect how we handle your case.
- In the first instance, you will probably find it helpful to discuss your concerns with the person dealing with your matter. They will look into your concerns as soon as possible. They will acknowledge receipt of your concerns in writing within 10 working days and may also need to ask you for further clarification about your concerns if they need further information.
- It may be possible to offer a solution to resolve your concerns quickly. The type of solution offered and the way it is proposed to manage it will depend on the individual circumstances. If appropriate, you will receive a detailed reply to your concerns or be offered a meeting. When addressing your complaint in this way, we will aim to provide you with a substantive reply or proposals within 30 working days of receiving the necessary details of your concerns. On occasion, further time may be required, in which case you will be notified in writing.
- If your concerns are not resolved in this way you may ask for a formal review, in which case the matter will be referred to a professional colleague who is not dealing with your day-to-day work for an independent review.
- The independent review colleague will acknowledge your complaint in writing (usually by email if that is your preferred mode of contact) within three working days of receiving details of your complaint.
- The independent review colleague will arrange for an investigation and will endeavour to write to you with a full response within 30 working days of your complaint being referred to them. That response will summarise the findings of the investigation, their conclusions on your complaint and the solutions proposed.
- If it is not possible to issue a detailed response within 30 working days, we will update you on the progress of the investigation and provide an estimate of the likely time frame for issuing a final response.
- If the independent review colleague considers that your concerns would be better addressed other than by a detailed response in writing, they will write to you and let you know how they propose to resolve the complaint. For instance, they may suggest a meeting with you to discuss your concerns.
- You will not be charged for the handling of your complaint.
What to do if we cannot resolve your complaint about mediation work
Our complaints procedure above allows a client, former client or prospective client or a third party with standing in accordance with the Family Mediation Standards Board’s policy on third party complaints to make a complaint that relates to breaches of the Family Mediation Counci’s Code of Practice or Standards Framework that occurred within the 3 months of the last mediation session. Complaints that appear to be vexatious or of a purely personal nature do not have to be investigated.
If we are unable to resolve your complaint to your satisfaction within ten weeks of receiving full details of your complaint, you can ask the Family Mediation Council to consider your complaint.
Contact Information for your concerns and complaints
Mobile: 07717 716602
FMC – Family Mediation Council
Call. 01707 594055
Full details of the FMC complaints procedure can be found at