Complaints Policy
I intend to work with clients in good faith and in a manner that is satisfactory and assists them in reaching decisions for the future. In the unlikely event that you have any concerns about the service provided, this policy outlines how complaints are handled.
last updated: 05.11.25
last updated: 05.11.25
last updated: 05.11.25
Table of Contents Section:
Content
How to raise a complaint
Our response process
If matters are not resolved
External resolution options
Table of Contents Section:
Content
How to raise a complaint
Our response process
If matters are not resolved
External resolution options
Table of Contents Section:
Content
How to raise a complaint
Our response process
If matters are not resolved
External resolution options
Section 1: How To Raise A Complaint
How to raise a complaint
In the unlikely event that you have any concerns about the service provided, please raise them in writing with me first.
Section 2: Our Response Process
Our response process
I will acknowledge your complaint within 7 working days, and will aim to respond in full, within 21 working days of receipt of it.
Sometimes I may ask for more information and/or more time to investigate, depending on the nature of the complaint.
Section 3: If Matters Are Not Resolved
If matters are not resolved
If matters are still not resolved, then it will depend upon the type of work we have carried out for you as to whom you contact next.
Section 4: External Resolution Options
External resolution options
The Family Mediation Council deal with complaints about mediators or firms registered with them, and in relation to complaints that concern breaches of the standards and code of conduct.
I hope that we will be able to resolve complaints internally. If we cannot do so, and if you and we agree, we may use mediation as a dispute resolution alternative.
If, ultimately we cannot resolve things to your satisfaction, please contact: https://www.familymediationcouncil.org.uk/complaints-about-mediators/
Section 1: How To Raise A Complaint
How to raise a complaint
In the unlikely event that you have any concerns about the service provided, please raise them in writing with me first.
Section 2: Our Response Process
Our response process
I will acknowledge your complaint within 7 working days, and will aim to respond in full, within 21 working days of receipt of it.
Sometimes I may ask for more information and/or more time to investigate, depending on the nature of the complaint.
Section 3: If Matters Are Not Resolved
If matters are not resolved
If matters are still not resolved, then it will depend upon the type of work we have carried out for you as to whom you contact next.
Section 4: External Resolution Options
External resolution options
The Family Mediation Council deal with complaints about mediators or firms registered with them, and in relation to complaints that concern breaches of the standards and code of conduct.
I hope that we will be able to resolve complaints internally. If we cannot do so, and if you and we agree, we may use mediation as a dispute resolution alternative.
If, ultimately we cannot resolve things to your satisfaction, please contact: https://www.familymediationcouncil.org.uk/complaints-about-mediators/
Section 1: How To Raise A Complaint
How to raise a complaint
In the unlikely event that you have any concerns about the service provided, please raise them in writing with me first.
Section 2: Our Response Process
Our response process
I will acknowledge your complaint within 7 working days, and will aim to respond in full, within 21 working days of receipt of it.
Sometimes I may ask for more information and/or more time to investigate, depending on the nature of the complaint.
Section 3: If Matters Are Not Resolved
If matters are not resolved
If matters are still not resolved, then it will depend upon the type of work we have carried out for you as to whom you contact next.
Section 4: External Resolution Options
External resolution options
The Family Mediation Council deal with complaints about mediators or firms registered with them, and in relation to complaints that concern breaches of the standards and code of conduct.
I hope that we will be able to resolve complaints internally. If we cannot do so, and if you and we agree, we may use mediation as a dispute resolution alternative.
If, ultimately we cannot resolve things to your satisfaction, please contact: https://www.familymediationcouncil.org.uk/complaints-about-mediators/
Do you have questions?
If you have any questions about our complaints policy or wish to discuss a concern, please get in touch.