Introduction

Marches Family Mediation is committed to providing mediation of a high standard. We view comments and complaints as a way of assisting us to improve the service that we offer.

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Complaint about the mediator

In the first instance any dissatisfaction or complaint about the mediator should be taken up during a mediation session with the mediator with a view to satisfactorily resolving the issue there and then.

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If you do not raise the issue at the time then it can be raised by email or letter. An acknowledgement of the complaint will be given within 7 days of the receipt of the complaint and a full response will be given within 21 days.

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It is difficult to respond to complaints when there has been a significant passage of time and we cannot, therefore, respond to complaints raised more than three months after the incident or behaviour which is the subject of complaint unless there are exceptional circumstances. For complaints that relate to the way a mediation was conducted as a whole, the three months’ limit runs from the last mediation session.

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Complaints about the content of mediation discussions or the outcome of the meeting cannot be investigated. Any such complaint will, however, be acknowledged.

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If the complainant is not satisfied with the response, the complainant should write to the Chair of SELFMB Management Committee within 15 days of receipt of a response. The complainant should set out clearly in writing the reason for the complaint and what resolution is being sought. The Chair will review the complaint and provide a response within 10 days of receipt. The Chairs response will be final and there is no further right of appeal.

If a complainant is dissatisfied with the outcome of the above procedure then, in accordance with the Family Mediation Council (FMC) complaints procedure, they will be invited to contact the Family Mediation Standards Board (FMSB) within 3 months of exhausting this complaints process.

The FMSB will consider complaints that concern breaches of the FMC’s professional standards for mediators. Information held by the mediation service may be shared with the FMSB.

The procedure for complaining to the FMSB is available here:

familymediationcouncil.org.uk/ complaints-about-mediators

This gives details of the kinds of complaints the FMSB will consider; timescales; the form to be used in submitting a complaint and a telephone number to contact if a complainant struggles to use the form.

 

Complaint about the administration of your case

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Complaints that relate to the administration of your mediation case should be raised by email or letter to the service.

An acknowledgement of the complaint will be given within 7 days of the receipt of the complaint and a full response will be given within 21 days following their investigation.

If the complainant is not satisfied with the response, the complainant should write to the Chair of SELFMB Management Committee within 15 days of receipt of a response us. The complainant should set out clearly in writing the reason for the complaint and what resolution is being sought. The Chair will review the complaint a provide a response within 10 days of receipt. The Chair’s response will be final and there is no further right of appeal.

 

Alternative methods of resolving complaints

Alternative methods of resolving the complaint may be considered, such as mediation, in situations where both the complainant and mediator or staff member would like this to proceed.

Follow up actions and administration

Where appropriate, the outcome of any investigation will be conveyed to the mediator at the same time as the complainant. 

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All complaints will be recorded in the complaints register.