Complaints procedure
Our commitment to you
At Mediation for Results, we want to ensure that we run the best service possible. If there is any dissatisfaction, we would like the opportunity to address this and restore a good working relationship. We value your views and will endeavour to use them in a constructive and responsive manner.
We aim to fully understand the nature of your concern and to respond promptly either immediately at the mediation session itself or shortly after, by telephone or email.
If you feel we have been unable to resolve the issue informally, you are entitled to take it forward as a complaint. We may at this stage need to inform the other person in the mediation that a complaint has been raised. We will not pass on any details of the complaint.
Who can make a complaint?
A complaint can be made by a client, a former client or a qualifying third party (a prospective client directly affected by a mediator's professional behaviour, or another professional who attends a mediation, eg an interpreter).
Please see further details at the Family Mediation Council’s Complaints Procedure: https://www.familymediationcouncil.org.uk/complaints-about-mediators
What can constitute a complaint?
If we have been unable to resolve the matter with you by phone or in person conversation, we will ask you to explain in writing, either by email or letter, what happened to cause the dissatisfaction, the impact it had on you, and any ideas you have for the situation to be resolved.
The complaint must relate to a breach of the Family Mediation Council's Code of Practice or Standards Framework. It needs to be made within three months.
We are not required to investigate complaints that appear to be vexatious or of a purely personal nature.
How we will respond
We will acknowledge the complaint within 48 hours.
The complaint will be investigated and responded to in full within a maximum of 30 days of receipt. In exceptional circumstances, further time may be required, in which case you will be notified in writing.
Once the complaint has been considered, an outcome will be suggested that will hopefully be fair and to the satisfaction of all parties.
If you are not satisfied with the suggested outcome, please let us know within 3 weeks. We will try to review the situation further or we will let you know if we feel we cannot proceed with it. We will then let you know what your next options are.
At any point in the Complaints Procedure, we may suggest that the complaint could be dealt with through mediation. The mediation would be provided by an outside mediator, agreed by both parties, and any charge will be divided equally.
A further level
If you remain dissatisfied with the outcome of the Complaints Procedure, you have the option, within three months, of contacting the Family Mediation Standards Board: https://www.familymediationcouncil.org.uk/fmsb
We hope this will not be necessary and that we will be able to resolve together any issues you want to raise.