Complaints Procedure

Legal Agreements

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.

Surrey Family and Mediation Services are able to accept complaints about any aspect of the service including the administration of the mediation process and the delivery of the mediation service.  However, please note that we are unable to investigate complaints about the content of mediation discussions.

 

How to Complain:

 

Making a complaint about the administration of Mediation Process

 

If you have a complaint about the mediation office staff at Surrey Family and Mediation Services, please send your complaint in writing to the Director at the address set out below. 

You will receive a written acknowledgement of your complaint within 3 working days. The Director will then investigate the circumstances of the complaint through an interview with the staff member involved and may, in certain circumstances, undertake a telephone discussion with the complainant to clarify understanding.  You will receive a reply in writing within 10 working days of our receipt of the complaint.  If you are unhappy with the response received from the Director you can write to our Chair or to our Lead Body as set out below.

 

Making a complaint about Mediation

 

Complaints should be made initially to the Mediator with a view to satisfactorily resolving the issue there and then.  If the issue cannot be resolved directly with the mediator, the complaint should be submitted in writing to the Professional Practice Consultant at Surrey Family & Mediation Services.  The Professional Practice Consultant will then discuss the matter with the mediator and may contact the complainant to clarify aspects of the complaint if required. You will receive a response to your complaint within 10 working days of our receipt of your complaint.

If it has not been possible to satisfactorily resolve the complaint, the complainant will be invited to submit details in writing within 7 days to the Director at the address below who will acknowledge receipt of the complaint within 3 working days. The Director will then investigate the circumstances of the complaint through an interview with the mediator and a telephone discussion with the complainant if required, to clarify understanding.  Following this process, the complainant will receive a reply in writing within 10 working days.  Complainants will be informed of any unforeseen delays. Surrey Family & Mediation Services respectfully request that complainants notify the Director within 10 working days of receiving a reply if they are content with how their complaint has been dealt with or whether they wish to take the matter further.   

 

What to do if you are not happy with the response to your complaint

 

We request that you write directly to our Chair of our Trustees at Surrey Family & Mediation Services if you feel the matter has not been dealt adequately. In the event that you are still unhappy and wish to take up your complaint with a professional lead body, please submit a written complaint to National Family Mediation and/or the Family Mediation Council at the addresses below.

 

Timetable for Processing of Complaints:

 

Process

Timetable

Acknowledgement of complaint

3 working days of receipt

 

Written response from Surrey Family & Mediation Services to complainant

10 working days of receipt

 

Person to Contact to Make a Complaint:  

 

Role

Contact

Director

Craig Brookes, SFMS, Unit 205 Adelphi Court, 1-3 East Street, Epsom, KT17 1BB

 Chair of Trustees 

David Brooks,  SFMS Unit 205 Adelphi Court, 1-3 East Street, Epsom, KT17 1BB

Professional Practice Consultant

Craig Brookes, SFMS, Unit 205 Adelphi Court, 1-3 East Street, Epsom, KT17 1BB

College of Mediators 

 

 

Family Mediation Council

68 Liverpool Road,Stoke-On-Trent,ST4 1BG

collegeofmediators.co.uk

www.familymediationcouncil.org.uk

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