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Complaints procedure

Last updated: [DATE BEFORE LAUNCH]

Before publishing. The Family Mediation Council's Code of Practice requires every mediator to operate a written complaints procedure and to give clients a copy. This draft must be checked against the FMC Code and against the requirements of Lucy's member organisation, whose own complaints scheme is the escalation route below.

I would much rather know that something has gone wrong than not. If you're unhappy with any part of the service, please tell me — most concerns are resolved quickly once they're raised.

Stage one — talk to me

Raise it with me directly, in a session, by phone on 07934 249434, or by email to lucy@choosemediation.co.uk. I'll aim to discuss it with you within five working days.

Stage two — put it in writing

If that doesn't resolve things, please write to me setting out what went wrong and what you'd like done about it. Send it to the email above, or to [BUSINESS ADDRESS], Guildford, Surrey.

I will:

  • Acknowledge your complaint within five working days
  • Investigate it, which may include discussing it with my professional supervisor
  • Give you a written response within 21 working days, explaining my conclusions and any action I'm taking

If I need longer — for example because someone involved is away — I'll tell you why and when to expect a reply.

Stage three — escalate beyond me

If you're still not satisfied, you can take the complaint to my professional body, which operates an independent complaints process.

[CONFIRM AND COMPLETE: name Lucy's FMC member organisation — for example the Family Mediators Association, Resolution, National Family Mediation, or the College of Mediators — with its complaints address, web address and the time limit for escalating. This section must name a real, reachable body before the page goes live.]

The Family Mediation Council publishes information about mediation standards and about which organisation regulates which mediator at familymediationcouncil.org.uk.

What I can't deal with through this procedure

  • Disagreement with the outcome of your mediation. I don't decide outcomes — you and your ex-partner do. If you're unhappy with an agreement you reached, speak to a solicitor before signing anything further.
  • Complaints about the other participant. I can't adjudicate between you.
  • Complaints about your solicitor or another professional. Those go to their own regulator.

Your data

I keep a record of complaints and how they were resolved, held under the terms of the privacy notice. Complaining will never affect the quality of service you receive.

Concerns about your information

If your concern is specifically about how I've handled your personal data, you can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

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