Mediation Complaints Procedure

Your Right to Make a Complaint – Mediation 

Our Policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

 Our Complaints Procedure

 If you have a mediation complaint, contact us in writing with the details.

 What will happen next 

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Bernadette Hoy, who will review your matter and speak to the member of staff who acted for you.

3. Bernadette Hoy will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the  acknowledgement letter.

4. Within three days of the meeting, Bernadette Hoy will write to you to confirm what took place and any solutions she has agreed with you.

5. If you do not want a meeting or it is not possible, Bernadette Hoy will send you a detailed written reply to your complaint, including her suggestions for resolving the matter within 21 days of sending you the acknowledgment letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will review the decision.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8. If you are still not satisfied, you can then contact The Family Mediation Standards Board (FMSB) and complete their online complaints form, sending any supporting documents to complaints@familymediationcouncil.org.uk . If you struggle to complete the form, you can ask for help by contacting the FMC Office on 01707 594 055.

If we have to change any of the timescales above, we will let you know and explain why.