Complaints Policy

If something goes wrong, please tell us. We would much rather know, so we can put it right.

We follow the Code of Practice of the Family Mediation Council (FMC), the body that regulates family mediation in England and Wales. This policy explains how to complain and what happens next.

1. Start by telling us

Most problems are quickest to sort out directly. Tell us during the session, or afterwards:

We will listen, work out what went wrong, and get back to you quickly.

2. Making a formal complaint

If that does not settle it, put your complaint in writing — by email, or by post if you prefer (ask us for an address). Tell us:

• what happened
• how it affected you
• what you would like us to do about it

Who can complain. Clients and former clients. People who were considering mediating with us and were affected by how a mediator behaved. Anyone invited into the mediation, such as an interpreter or another professional.

What you can complain about. Anything that breaks the FMC's professional standards. These are set out in the FMC Code of Practice, the Code of Practice for Professional Practice Consultants, and the FMC Manual of Professional Standards.

Two things to expect. We may have to tell the other person in the mediation that a complaint has been made — but not what it says. And if you are not a client or former client, there is a limit to what we can tell you, because mediation is confidential.

3. What we cannot look into

• Us contacting you because the other person came to see us first. Mediators are expected to do this.
• Us signing a court form to say the other person attended a MIAM, without contacting you first. This is allowed too.
• Complaints that are repetitive, unfounded, abusive, or nothing to do with the mediation.
• Complaints about a mediator as a person, rather than about how they did their job.

The FMC takes the same view on all four.

4. What we will do

• Acknowledge your complaint within five working days.
• Look into it and reply in full within 30 days. If we need longer, we will write and tell you why, and when to expect our reply.
• Tell you what we found and what we plan to do about it.

We keep a record of every complaint and how it was resolved.

5. If you are still unhappy

Tell us within three weeks. We will look again, or explain why we cannot take it further ourselves. Either way, we will tell you what your options are.

We may also suggest sorting the complaint out with an independent mediator that you and we both agree on. The cost would be split equally.

6. Going to the regulator

If you have been through this process and are still unhappy, you can complain to the Family Mediation Standards Board (FMSB). Do this within three months of finishing our process. You can also go to them if we fail to reply to you at all.

Fill in their form at familymediationcouncil.org.uk/complaints-about-mediators and email it to complaints@familymediationcouncil.org.uk. If you need help with the form, ring the FMC on 01707 594055, Monday to Friday, 9am to 3pm.

The FMSB can order further training, put conditions on how a mediator works, or suspend or remove them from the register. It cannot make a mediator refund fees or pay compensation.

We hope none of this is ever needed and will always do our best work with you to find solutions to any concerns you may have during the mediation process.