Please complete the form below, or download the pdf.
We hope you appreciate that once an appointment is made that we require clients to do their best to keep to it. Our service incurs costs for professional mediators, administration, room hire and telephone costs for every appointment made. More importantly, if appointments are missed or cancelled at short notice, we are unable to offer those appointments to other clients. However, we understand that occasionally clients will need to postpone or cancel their mediation session.
If you need to cancel or postpone your appointment, please let us know as early as possible. This enables us to offer the appointment to another client. We do not charge a cancellation fee as long as we receive at least 5 working days’ notice in advance of an appointment. Please note that 5 working days means that an appointment must be cancelled exactly a week before it is due to take place.
However, if we do not receive at least 5 working days’ notice, the client cancelling the appointment will be charged 50% of the fee payable. This is reduced to 25% if they rebook and attend mediation within 14 days of the original appointment. Please note that 5 working days means that an appointment must be cancelled exactly a week before it is due to take place. Clients who miss or do not attend appointments on the day will not be refunded and are charged the full fee payable.
Legally Aided Clients
The service requires at least 5 working days’ notice of any appointment cancellation. Please note that 5 working days means that an appointment must be cancelled exactly a week before it is due to take place. The client cancelling the appointment will be liable to pay an Administrative Fee of £25. This charge also applies to any clients in receipt of legal aid who do not attend their appointment.
Surrey Family & Mediation Services aims to provide those entering mediation with the best possible service. However, from time to time there are occasions when users of our service may feel that the quality or level of service provided falls short of what can reasonably be expected. Our clients’ continued involvement and goodwill is of great value to us. If you have a complaint, we would like you to tell us about it. We value the trouble you may take to explain why you are dissatisfied. A full copy of our Complaints Procedure including details about our response times is available on request or can be downloaded from our website at www.sfms.org.uk. Please send your complaint in writing to Helen Bennett, CEO, SF&MS, 44c Church Street, Reigate, Surrey RH2 0AJ. Thank you.
You can also download the pdf here.
N.B – Please make sure you have read our cancellation policy.
Family disputes that are resolved through mediation are cheaper, quicker and according to academic research, less acrimonious than those that are settled through the courts."
National Audit Office 2/3/07
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