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We strive to provide you with exceptional service, and it is our sincerest hope that your experience with us exceeds your expectations. However, we understand that occasionally issues may arise. If you are dissatisfied with any part of our service, we encourage you to bring it to our attention promptly so that we are able to address it effectively.
Outlined below is our internal Complaints Procedure, which clarifies the process in the event that you do have a reason to complain:
Who Handles Complaints?
Initially, all complaints, whether conveyed in writing, over the phone, or in person, will be handled by the respective mediator involved.
Time Limitations
Complaints pertaining to breaches of The Family Mediation Council’s codes of practice or standards framework Part 5 must have occurred within the last three months preceding the receipt of the written complaint. For clarity, if the complaint relates to the entirety of a mediation session, the three-month period begins from the date of the last mediation session.
Acknowledgment of Complaint
Upon receipt, your written complaint will be acknowledged within 10 working days.
The other party involved in the mediation will also be notified in writing that a complaint has been lodged and that our complaints procedure has been initiated.
Internal Resolution Process
Your Mediator will endeavour to resolve your complaint, with the assistance of their supervisor/PPC, within 10 working days following the acknowledgment period.
Should resolution not be achievable within this timeframe, the matter will be escalated to the Group Company Director, Kerry Dover. The Director aims to resolve complaints within a further 10 working days, totalling 30 working days from the receipt of the written complaint. If additional time is necessary, you will be duly informed in writing, along with an explanation for the extension.
The mediator against whom the complaint was lodged will furnish the Director with a copy of their file and a concise written report concerning the matter and the complaint when the matter is referred to the Director.
External Resolution by the Family Mediation Standard Board
If the Director of the Company cannot resolve your complaint, it is then referred to the Family Mediation Standards Board, particularly if the complaint alleges a breach of the FMC professional standards.
Appeals
Our complaints process incorporates the potential for appeals against the FMSB complaints panel’s decisions. You or your Mediator may appeal on specific grounds, such as the panel’s failure to consider relevant evidence or follow correct procedures. Additionally, a mediator may appeal if they believe disciplinary action was disproportionate to the misconduct.
Ultimately, our goal is to address any concerns you may have transparently and effectively to ensure your satisfaction.
Kerry Dover Director of National Family Mediation (Trading as Amity Mediation Group)