POLICY

Feedback, Concerns, and Complaints – Information for Clients

At Family Mediation Clinic, we aim to provide a professional, transparent, and supportive service.
However, if you have concerns about the service you have received, there are clear steps you can take
to have your complaint investigated.

1. Initial Step

In the first instance, I hope you will speak directly with the clinic director, Deborah Lakin, about your
concern or complaint who will attempt to resolve the matter immediately.

2. Formal Complaint Process

If we are unable to resolve the matter informally, you may submit a formal complaint.

• Timeframe: You must provide details of your complaint in writing within 3 months of your last
  mediation meeting (or MIAM), or within 3 months of the incident you are complaining about.
• Acknowledgment: We will acknowledge your complaint in writing within 10 working days of
  receipt.
• Investigation: Your complaint will be investigated, and we will provide you with a written
  response within 30 working days. If a further extension is required for a thorough investigation,
  you will be notified of this in writing.

3. Escalation

If you remain unsatisfied with our response, you may be able to refer your complaint to the Family
Mediation Standards Board (FMSB). This applies if the complaint relates to a breach of the Family
Mediation Council’s (FMC) Codes of Practice or Standards Framework.

You can make a complaint if you are:

• A client who has attended a MIAM or mediation meeting.
• A prospective client who has been directly affected by a mediator’s professional behaviour.
• A third party who has been invited to participate in a mediation process (e.g., another

professional).

4. Vexatious or Personal Complaints

Please be aware that Family Mediation Clinic is not required to investigate complaints that are
considered to be vexatious or purely personal in nature. These are defined as:

• Complaints where the purpose appears to be to intimidate, disturb, disrupt, and/or unduly or
  unfairly pressurise the mediator or the FMSB.
• Persistent or repetitive complaints which repeat the same or substantially similar issues that
  have already been investigated.
• Complaints that are clearly unfounded or unsupported by evidence.
• Complaints that are irrelevant and relate to matters other than mediation.
• Complaints where abusive or offensive language is used.
• Complaints of a purely personal nature, including those that are discriminatory or focus on the
  personal attributes or circumstances of a mediator rather than their professional actions.

5. Further Information

For more information on the standards held by the Family Mediation Council or how to approach the
Family Mediation Standards Board (FMSB), please visit:
https://www.familymediationcouncil.org.uk/complaints-about-mediators/