Complaints Procedure

Introduction:

  1. All complaints will be dealt with in the first instance by Maggie Stonadge, mediator.
  1. I will aim to deal promptly and courteously with any complaint, formal or informal, that is made. The cause of any complaint will be investigated and, if appropriate, redress will be offered and any unsatisfactory procedure will be corrected.
  1. I value the views of service users and will always endeavour to receive views in a constructive and responsive manner.
  1. Complaints will be responded to in the way outlined below.

Timescale:

  1. Any client dissatisfaction should first be addressed to the Maggie either by telephone or in writing. The complaint will be acknowledged within 10 working days. This may be by letter or telephone call to establish if the matter can be resolved quickly and informally. If this is not possible a client will be asked to put their complaint in writing if they have not done so already. 
  1. Where a complaint is not immediately resolved, there will be a response to the client in writing within 30 days of the acknowledgement of the complaint and at the same time details of the complaint will be sent to the mediator’s Professional Practice Consultant, (PPC).
  1. The PPC will attempt to resolve the complaint in whatever way is deemed appropriate. This is likely to include telephone or email contact with the client, discussion with the mediator and review of the file. 
  1. If the complaint is not resolved at this stage and if mediation is on-going then mediation will cease and the other party will be informed that there has been a complaint. 
  1. If both the complainant and mediator agree, mediation of the complaint can be arranged.
  1. The mediator will allow information held by them to be shared with the FMSB (Family Mediation Standards Board) in the event that a formal complaint is made to the FMSB, to which that information pertains.

Unresolved complaints:

If the matter remains unresolved, the complainant can ask the FMSB to consider the complaint if certain criteria are by met. 

Further information on how to make a complaint to the FMSB can be found at: https://www.familymediationcouncil.org.uk/complaints-about-mediators/