COMPLAINTS POLICY

It is very important to me that you are satisfied with the service you have received from me. If you have any concerns about your MIAM or mediation I would encourage you to raise these with me straight away, by email or telephone. I will be happy to talk everything through with you and a discussion may reassure you.

However, if this does not resolve the issue, or if you would prefer to deal with matters formally, then you should write to me setting out your complaint. I will acknowledge your complaint within 7 days, and I will investigate and respond to your complaint within 21 days of acknowledgement of it. In the unlikely event that I will not be able to comply with this timeframe, I will advise you in writing.

If my response is not accepted by you, the Family Mediation Standards Board (which is part of the Family Mediation Council) will investigate the complaint if certain criteria are met. My governing organisations are the Family Mediation Council and the Family Mediators’ Association and if you complain to either one of them, they will refer your complaint to the Family Mediation Standards Board. Their complaints policy and details of how to complain are set out here:

https://www.familymediationcouncil.org.uk/complaints-about-mediators/