Complaints Policy

Our Complaints policy

We are committed to providing a high-quality mediation service to all our clients. When something goes wrong we need you to tell us about it. This will help us to ensure we maintain our high standards.

Our Complaints procedure

If you have a complaint, write to us with the details.

We adhere to the recommendations required by our governing body, the Family Mediators Association, when dealing with complaints.

What will happen next?

In the first instance, we will write acknowledging your complaint and all correspondence will be dealt with by letter.

You will then be invited to attend a meeting with the Mediator to explore the possibilities of resolving your complaint promptly.

If the matter cannot be resolved promptly we will give you an indication of the timescale for dealing with your complaint and will advise you if an extension of time is required.

Where appropriate, we will provide you with a written response to your complaint.

If after using our complaints procedure you feel that your complaint has not been fully addressed, you may take the matter further by contacting the FMA Board at Family Mediators Association, Glenfinnan Suite, Braeview House, 9/11 Braeview Place, East Kilbride, Scotland, UK. G74 3XH.

Telephone: 01355 244 594