Complaints Policy
Our Approach

We are committed to providing a professional, supportive, and impartial
mediation service. Mediation can involve sensitive and sometimes difficult
conversations, and we aim to ensure that you feel heard, respected, and
supported throughout the process.
If something doesn’t feel right, we encourage you to raise it. Concerns are taken
seriously and seen as an opportunity to reflect and improve.
This practice works in line with the Code of Practice of the Family Mediation
Council (FMC) and the standards of the Family Mediation Association (FMA).

 

Raising a Concern
If you have a concern or are unhappy with any aspect of the service, you can
raise this directly with us.
You can do this:

• In writing (by email or letter), or

• By discussing it with us, where appropriate

Where possible, please include:

• What has caused concern

•  Any relevant details or dates

• ​

•  What you would like to happen next

We will always aim to respond in a calm, respectful, and constructive way.

What Happens Next

​

• Your concern will be acknowledged within 5 working days

• We will look carefully at what you have raised and review any relevant

information

• A full response will be provided within 14 days, where possible

 

If more time is needed, we will keep you informed.

If You Remain Dissatisfied

If you feel your concerns have not been resolved, you may wish to take your
complaint further.
As members of the Family Mediation Association (FMA), you can contact them
for information about their complaints process and further guidance.

Learning and Improvement

Any concerns or complaints are taken seriously and used to reflect on and
improve the service provided. A record will be kept securely in line with data
protection requirements.