Updated: February 2023

Our complaints policy

We are committed to providing a high-quality service. 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 complaint, in the first instance please raise it with your mediator who will try and resolve it with you.

We follow the code of the Family Mediation Council.

We will consider any complaint arising from mediation within the last 3 months.

If you are not satisfied with the response or if you do not wish to raise it with the mediator, please contact Beverley Long with the details (or alternatively Peter Baughan if you do not wish to contact Beverley).

What will happen next?

• We will investigate your complaint. This will normally involve passing your complaint to our Client Care Partner, Beverley Long, who will review your matter file and speak to the member of staff who acted for you. If it is not appropriate for Beverley to handle your complaint, it will be dealt with by a different director.
• Beverley will then either invite you to a meeting to discuss your complaint, or respond to the complaint in writing. She will do this within 14 days of receiving your complaint.
• At this stage, if you are still not satisfied, you should contact us again and we will arrange to review the decision.
• Your complaint can be dealt with by an external mediator (if both parties agree).
• If you are still not satisfied, you can refer your complaint to the Family Mediation Standards Board at the Family Mediation Council (www.familymediationcouncil.org.uk). They provide an independent complaints procedure, for situations where we cannot resolve your complaint with our internal procedure. We will need to provide some personal information about your case to the FMSB if that happens.