Complaints Procedure

Richard Hartley T/A We Mediate (“We Mediate”) demands the highest professional standards from its mediators, who are governed by the Code of Practice of the Family Mediators Association (“FMA”) and the Family Mediation Council (“FMC”). If at any time you have a concern about what is happening during the mediation process or feel that the behaviour of a mediator has fallen below this high standard, please make contact with us.

Any proceedings undertaken in accordance with this concerns/complaints policy do not intend to prejudice the rights of either party to seek other forms of redress.

Wherever possible, we prefer to resolve any concerns informally and we are confident that in the vast majority of cases, this can be done by working on the problem constructively together with you to reach the most appropriate solution. We encourage clients to raise the issue in mediation if possible, so your mediator can deal with the problem straight away.

From time to time a situation may arise where you feel that a more formal approach is required. The following stages outline the procedure for such circumstances:

Stage 1

This aims to resolve the concern through informal contact with the mediator you have been dealing with. Simply, write or email us, telling us about your experience and the mediator will contact you at a mutually convenient time, to discuss your dissatisfaction or if it is felt more appropriate, to write to you, dealing with your concerns.

You can write to us at: mediators@wemediate.co.uk.

Stage 2

If your complaint cannot be dealt with informally, you will be required to submit a written complaint to We Mediate, stating that you are invoking the complaints procedure. Normally we would expect to respond in full within 21 working days, but if this is not possible, we will write to you to explain the reason for the delay and let you know when we hope to be able to provide a full response. Our response will include a description of the decisions taken, and the reasons for taking them. If any further action is needed, we will indicate what we are proposing to do.

Stage 3

If the matter remains unresolved, you will be at liberty to refer the same to the Family Mediation Council.

Please note that a record of all complaints will be made and stored at We Mediate’s Head Office.

4/11/2024