EAG Family Mediation

Complaints Policy

EAG Family Mediation is committed to providing a high-quality mediation service to all of its clients. It is important that you are happy with all aspects of the service and that you feel free to share your comments and concerns with your mediator. This policy is to explain how she can support you if you wish to complain about the service you have received.

The practice is governed by the Family Mediation Council (FMC) and all mediations are conducted in accordance with the FMC Code of Practice for Family Mediators. In order to continue improving its standards, EAG Family Mediation needs to hear from you if something goes wrong.

Please raise any concerns you may have as to the practice with your mediator in the first instance. She will aim to resolve matters to your satisfaction internally and informally according to the complaints procedure.

Definition of a complaint
A complaint is an expression of dissatisfaction with this 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 EAG Mediation in writing with the details.

You can complain online using the Complaint Form below, email your concerns to info@eagfamilymediation.co.uk (please put “Complaint” in the subject line of your email).

Please note, only the complaints submitted within 3 months from the date of the incident or your last meeting with the mediator, if applicable, can be considered.

What will happen next?
1. You will be sent an email or a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this Policy.

2. Your complaint will then be investigated. This will normally involve discussing your complaint with the mediator’s professional practice consultant (supervisor), who may review your matter file and speak to the mediator who worked with you.

3. You will receive a response to your complaint in writing within 21 working days of the acknowledgement of your complaint. Your mediator will aim to provide a detailed written reply to your complaint, including some suggestions for resolving the matter.

4. At this stage, if you are still not satisfied, you can then complain to the Family Mediation Standards Board (FMSB).

For more information about the FMSB complaints process please see the website: https://www.familymediationcouncil.org.uk/complaints-about-mediators/.

 

Complaints Form

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