We are committed to providing a high-quality mediation service to all our clients. It is important to us that you are happy with all aspects of our service and feel free to share your comments and concerns with us. This policy is to explain how we can support you if you wish to complain about our service.
Our practice is governed by the Family Mediation Council (FMC) and our mediations are conducted in accordance with the FMC Code of Practice for Family Mediators. In order to continue improving our standards, we need to hear from you if something goes wrong.
Please raise any concerns you may have as to our practice with your mediator in the first instance. Your mediator will aim to resolve matters to your satisfaction internally and informally according to our complaints procedure.
Definition of a complaint
A complaint is an expression of dissatisfaction with our service from a client, referrer or another mediator.
You do not need to be affected personally by the actions of a mediator if you are making a claim that he or she is in breach of the FMC Code of Practice.
How to complain
If you have a complaint, please contact us in writing with the details.
You can complain online using the Complaint Form, email your concerns to email@example.com (please put "Complaint" in the subject line of your email), or write to us by post:
JR Family Mediation
193-195 Wellington Road South
Stockport Greater Manchester
Please note, only the complaints submitted to us within 3 months from the date of the incident or your last meeting with the mediator, if applicable, can be considered.
What will happen next?
We will send you an email or a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this policy.
We will then investigate your complaint. This will normally involve discussing your complaint with the mediator's professional practice consultant (supervisor), who may review your matter file and speak to the mediator who worked with you.
You will receive a response to your complaint in writing within 21 working days of the acknowledgement of your complaint. We will aim to provide a detailed written reply to your complaint, including some suggestions for resolving the matter.
At this stage, if you are still not satisfied, you can then complain to the Family Mediation Standards Board (FMSB).
For more information about the FMSC complaints process please see the website: https://www.familymediationcouncil.org.uk/complaints-about-mediators/.
Copies of the following documents can be obtained from our service on request:
Our Complaints Policy
FMC Code of Conduct.