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Complaints Policy

Complaint Form

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 College of Mediators (CoM) and our mediations are conducted in accordance with both the Family Mediation Code of Conduct  and the CoM Code of Practice. 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.

If you are not satisfied with the solution offered by your mediator, you have the right to have your complaint considered by Jen Rumble, the person responsible for handling complaints at Jen Rumble Family Mediation. If Jen is your mediator in the first place, please speak to Jen face-to-face or telephone 07787 424 832.

 

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 admin@yourmediator.co.uk, or write to us:

 

JR Family Mediation

Brookfield House

193-195 Wellington Road South

Stockport Greater Manchester

SK2 6NG.

 

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 policy.

  2.  We will then investigate your complaint. This will normally involve passing your complaint to Jen Rumble, who will review your matter file and speak to the mediator who worked with you.

  3. Jen 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, Jen 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, Jen will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 

  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for our external professional practice consultant (PPC) to review your complaint and our 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 Co-ordinator of the College of Mediators, using the following details:

 

Your complaint will be considered according to the COM Complaints Procedure. For further information regarding the process contact the College of Mediators on 0845 65 85 258 or at admin@collegeofmediators.co.uk.

Copies of the following documents can be obtained from our service on request:

Our Complaints Policy

College of Mediators Complaints Procedure

College of Mediators Code of Practice for Mediators

FMC Code of Conduct.

Head office: 

JR Family Mediation

Brookfield House

193-195 Wellington Road South

Stockport

Greater Manchester

SK2 6NG

Accreditation and Training

All enquiries 

Freephone: 0800 6122 808

Mobile:       0778 7424 832

 

Email: admin@yourmediator.co.uk

 
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