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Complaints

Policy

Complaints Policy

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We fully intend to work with clients in good faith and in a manner that is satisfactory, and assists them in reaching decisions for the future. 

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In the unlikely event that you have any concerns about the service provided, please raise them in writing with the person you are working with first. If they are unable to resolve this with you directly or otherwise, you may then contact Louisa Milne, who is responsible for client care.

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She will acknowledge your complaint within 7 working days, and will aim to respond in full, within 21 working days of receipt of it. Sometimes we may ask for more information and/or more time to investigate, depending on the nature of the complaint.

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If matters are still not resolved, then it will depend upon the type of work we have carried out for you as to whom you then complain to.

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Mediation – The Family Mediation Council (FMC) deal with complaints about mediators or firms registered with them, and in relation to complaints that concern breaches of the standards and code of conduct.

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We hope that we will be able to resolve complaints internally. If we cannot do so, and if you and we agree, we may use mediation as a dispute resolution alternative.

 

If, ultimately we cannot resolve things to your satisfaction, please contact https://www.familymediationcouncil.org.uk/complaints-about-mediators/.

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Parenting Co-ordination – https://www.familymediationcouncil.org.uk/complaints-about-mediators/

 

If we have been dealing with your complaint internally, and you do not accept our response, you must refer your concerns to the Legal Ombudsman within six months of our final response to you. 

 

The Legal Ombudsman’s contact details are:

  • Telephone: 0300 555 0333

  • Minicom: 0300 555 1777

  • Website: www.legalombudsman.org.uk

  • Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

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