Our Complaints Procedure

We hope that the work carried out by our mediators will be in a manner that is satisfactory to you both. If you are unhappy with the service provided by one of our mediators, you have three months from the date of your last mediation session to raise it.  We ask that any concern you may have is referred to your mediator in the first instance.

When we receive a complaint from a client or former client, we will acknowledge receipt of it within 10 working days.

Once we have acknowledged receipt, we will investigate, and we will respond to you within 28 working days of receiving your complaint.  If we need more time to investigate, we will let you know in writing how long we need and why.

It is possible for your complaint to be mediated by an independent third party where you, and this firm agrees to it.  If we all agree to use mediation, we will agree who to instruct and how their fees will be met before we start that process.

If you are not happy with our response to your complaint, you are entitled to ask the Family Mediation Standards Board (“FMSB”) to consider it, provided that  the following criteria have been met:-

  • The mediator you are complaining about is an FMC Registered Mediator; and
  • You have exhausted the mediator’s own complaints process within the previous three months, or they have not responded to you, and
  • Your complaint relates to breaches of the FMC’s professional standards. The professional standards are set out in the FMC’s Code of Practice, the FMC’s Code of Practice for Professional Practice Consultants and the FMC’s Manual of Professional Standards and Self-Regulatory Framework, all of which can be found on their website at familymediationcouncil.org, and
  • The complaint is not vexatious or purely personal in nature.

A complaint can be made to the FMSB by completing their complaints form, available on their website.  If you struggle to complete the form, you can ask someone to help you to do this or phone the FMC office on 01707 594055 between 9am – 3pm, Monday to Friday.

If your mediator is a solicitor, and you are unhappy with the response to your complaint, it may also possible to make a complaint to the Legal Ombudsman or the SRA in certain, limited circumstances.

The Legal Ombudsman deals with issues of poor service, such as the time taken to deal with your case, the costs you are being asked to pay and communication you may have received.  You must raise it with us first, and we have 8 weeks to try and resolve things with you.

The Solicitors Regulation Authority (“SRA”) will help with complaints about a solicitor’s behaviour, which might include issues such as fraud, dishonesty, discrimination or retaining files and closing down.

Further information is available on their websites www.legalombudsman.org.uk and www.sra.org.uk.