Complaints Policy

We are confident that the service we give you will be of the highest standard. However, should you have any concerns about the service provided, please in the first instance contact your mediator directly by email. The mediator will acknowledge your email within 5 working days and investigate the matter. The mediator may discuss the issue with their PPC (Professional Practice Consultant) and will aim to respond in full, within 10 working days of receipt of your initial email.

If matters are still not resolved then you can raise the issue with The Family Mediation Council’s Standards Board (FMSB) https://www.familymediationcouncil.org.uk/complaints-about-mediators/ which deals with complaints about registered mediators that concern breaches of the professional practice standards and code of conduct.

You must refer your complaint to the FMSB within three months of receiving the final response from our own procedure.