We are committed to providing a high-quality mediation service. If something goes wrong, or if you're unhappy with any aspect of our service, we want to know so that we can address your concerns and improve. This policy explains how you can make a complaint and what you can expect from us.

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Who Can Complain?

You may make a complaint if you are:

• A client or former client

• A prospective client directly affected by our conduct

• An individual invited to participate in a mediation session

• Complaints must be made within 6 months of the relevant incident. If your complaint relates to a possible breach of the Family Mediation Council (FMC) Code of Practice, it must be made within 3 months of the last mediation session.

 

Stage 1:

Initial Complaint and Response

• We will acknowledge your complaint within 5 working days of receiving it.

• If you don’t already have a copy of this policy, we will include it.

• Complaints can be made by phone or email. Notes from phone conversations will be recorded and added to your file.

• The mediator(s) involved will initially respond and attempt to resolve the issue directly with you.

 

Stage 2:

Internal Informal Resolution If the issue is not resolved informally:

• You will be asked to submit your complaint in writing (if you haven’t already done so).

• Our administrator will:oAcknowledge your written complaint separately.oRespond to you in writing within 14 days.

• The mediator(s) involved will inform their Professional Practice Consultant (PPC).

• A copy of all correspondence will be shared with at least one PPC (and you will be copied in).

• A meeting may be offered (or requested) to help resolve the complaint. This may include:oThe mediator(s)oA PPCoAn independent mediator

• Detailed written records of all meetings and communications will be kept on file.

• If resolved at this stage, the PPC will review the outcome and help us learn from the issue.

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Stage 3:

Independent ReviewIf the complaint remains unresolved:

• An independent PPC, with no current relationship to Best Practice Family Mediation, will be appointed.

• You will be notified in writing of the independent PPC’s name and appointment.

• All ongoing mediation will pause.

• We will inform the other mediation participant that a complaint has been made (but not the details).The independent PPC will:

• Review all case documents, including call notes and session records.

• Require written consent from you (and, where necessary, from the other participant) to access the case file. This is usually included in your Agreement to Mediate.

• Contact you directly within 21 days of appointment with a timeline and next steps.

• Request any additional information within 14 days if needed.

• Provide a final written assessment of the complaint to both you and us. Referral to the Family Mediation Council (FMC)If the internal process does not resolve your complaint, and the issue involves a breach of the FMC Code of Practice within 3 months of the last mediation session, you may escalate your complaint to the FMC.For full details:👉 www.familymediationcouncil.org.uk/complaints-about-mediators Your Rights and Further InformationYou may contact us at any point to raise a concern or submit a formal complaint:📧Email:info@bestpracticefamilymediation.co.uk📞 Phone: 07503070722

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We encourage open dialogue and aim to resolve concerns informally whenever possible. Using this complaints process does not affect your right to seek legal recourse through the courts.We may inform the other party in mediation that a complaint has been made if our PPC advises that it is necessary. Compliance with FMC Minimum StandardsOur complaints process meets or exceeds the FMC’s requirements, which include:

• Written acknowledgment within 10 working days

• Full written response within 30 working days

• Option for mediation of the complaint

• Right to escalate unresolved issues to the FMC

• We also publish this policy and our privacy notice on our website and reference it in our Agreement to Mediate.