Introduction

South East London Family Mediation Bureau (SELFMB) is committed to providing mediation of a high standard. We view comments and complaints as a way of assisting us to improve the service that we offer.

Complaint about a mediator

In the first instance any dissatisfaction or complaint about a mediator should be taken up during a mediation session with the mediator concerned with a view to satisfactorily resolving the issue there and then.

If the matter cannot be resolved satisfactorily through discussion with the mediator it can be raised with the Service Manager by email or letter. An acknowledgement of the complaint will be given within 7 days of the receipt of the complaint and the Service Manager will give a full response within 21 days following their investigation.

It is difficult to respond to complaints when there has been a significant passage of time and we cannot, therefore, respond to complaints raised more than three months after the incident or behaviour which is the subject of complaint unless there are exceptional circumstances. For complaints that relate to the way a mediation was conducted as a whole, the three months’ limit runs from the last mediation session.

Complaints about the content of mediation discussions or the outcome of the meeting cannot be investigated. Any such complaint will, however, be acknowledged and will be subject to internal action as necessary.

If the complainant is not satisfied with the Service Manager’s response, the complainant should write to the Chair of SELFMB Management Committee within 15 days of receipt of a response from the Service Manager. The complainant should set out clearly in writing the reason for the complaint and what resolution is being sought. The Chair will review the complaint and provide a response within 10 days of receipt. The Chairs response will be final and there is no further right of appeal.

If a complainant is dissatisfied with the outcome of the above procedure then, in accordance with the Family Mediation Council (FMC) complaints procedure, they will be invited to contact the Family Mediation Standards Board (FMSB) within 3 months of exhausting this complaints process.

The FMSB will consider complaints that concern breaches of the FMC’s professional standards for mediators. Information held by the mediation service may be shared with the FMSB.

The procedure for complaining to the FMSB is available here:

familymediationcouncil.org.uk/ complaints-about-mediators

This gives details of the kinds of complaints the FMSB will consider; timescales; the form to be used in submitting a complaint and a telephone number to contact if a complainant struggles to use the form.

Complaint about the administration of your case

Complaints that relate to the administration of your mediation case should be addressed to the Service Manager.

An acknowledgement of the complaint will be given within 7 days of the receipt of the complaint and the Service Manager will give a full response within 21 days following their investigation.

If the complainant is not satisfied with the Service Manager’s response, the complainant should write to the Chair of SELFMB Management Committee within 15 days of receipt of a response from the Service Manager. The complainant should set out clearly in writing the reason for the complaint and what resolution is being sought. The Chair will review the complaint a provide a response within 10 days of receipt. The Chair’s response will be final and there is no further right of appeal.

Complaint about the Service Manager

Complaints about the Service Manager should be addressed to the Chair of SELFMB Management Committee. The complainant should set out clearly in writing the reason for the complaint and what resolution is being sought. The Chair will review the complaint and provide a response within 10 days of receipt. The Chair’s response will be final and there is no further right of appeal.

If dissatisfied about the outcome of a complaint relating to the administration of the case or the Service Manager the complainant should contact National Family Mediation:

National Family Mediation
1st Floor, Civic Centre,
Paris Street
Exeter EX1 1JN

0300 4000 636
general@nfm.org.uk

Alternative methods of resolving complaints

Alternative methods of resolving the complaint may be considered, such as mediation, in situations where both the complainant and mediator or staff member would like this to proceed.

Follow up actions and administration

Where appropriate, the outcome of any investigation will be conveyed to the mediator or member of staff at the same time as the complainant. In the event that the investigation gives rise to concerns about the conduct of the mediator or member of staff he/she will be informed in writing that the matter will be dealt with under SELFMB’s disciplinary procedure or supervision process as appropriate.

All complaints will be recorded in the organisation’s complaints register and the SELFMB Management Committee will be informed at the quarterly meetings of any complaints that have arisen in the last quarter.