Complaints Procedure

This procedure complies with the Family Mediation Council's (FMC) Minimum Requirements for Mediators' Own Complaints Processes.

1. Our commitment

Kite Family Mediation is committed to providing a high-quality family mediation service. We welcome feedback, and if something has gone wrong we want to know about it so that we can put it right and improve our service. This procedure explains how to raise a complaint and what will happen next.

We aim to respond promptly, courteously, and fairly to every complaint, whether it is made formally or informally.

2. Who can complain

A complaint may be made by:

•     a current client;

•     a former client; or

•     a qualifying third party (for example, a professional referrer or another party materially affected by the mediation), where the complaint relates to a breach of the FMC's Code of Practice or Standards Framework.

Complaints must relate to something that occurred within the last three months. Where a complaint concerns the way a mediation was conducted as a whole, the three-month period runs from the date of the last mediation session.

Complaints that are vexatious or of a purely personal nature (i.e. not relating to a breach of the FMC's Code of Practice or Standards Framework) are not required to be investigated under this procedure, although we will always acknowledge them courteously.

3. How to make a complaint

Complaints should, wherever possible, be made via email and should include:

•     your name and contact details;

•     the name of the mediator involved;

•     details of the complaint, including relevant dates; and

•     what outcome you are hoping for.

Complaints should be sent to:

kitefamilymediation@gmail.com

4. Informal resolution

Where appropriate, we will first try to resolve your concern informally. The mediator concerned will discuss the matter with you directly and, where needed, will consult their Professional Practice Consultant (PPC). Many concerns can be resolved quickly at this stage.

Possible outcomes at this stage may include an apology, an explanation of how or why mediation was conducted in a particular way, a goodwill gesture such as a discount on a future session, or an assurance about future practice.

5. Formal complaints procedure and timescales

1.   Acknowledgement: We will acknowledge your complaint via email within 10 working days of receiving it.

2.   Investigation: We will investigate your complaint and provide a full written response within 30 working days of receiving it. If we need more time, we will write to you explaining why and giving a revised timescale.

3.   Outcome: Our written response will set out what we found, any action we propose to take, and your options if you remain unhappy with the outcome.

6. Mediation of the complaint

Where both you and the mediator agree, we can arrange for an independent third party to mediate the complaint itself, as an alternative way of trying to resolve matters.

7. If you are not satisfied with our response

If, having completed the steps above, you remain dissatisfied, you may refer your complaint to the Family Mediation Standards Board (FMSB), provided:

•     your complaint concerns an FMC Registered Mediator;

•     it is referred to the FMSB within three months of the date our complaints process concluded; and

•     it relates to the FMC's Code of Practice or professional Standards Framework.

The FMSB can be contacted at:

Family Mediation Standards Board
Email: fmsb@familymediationcouncil.org.uk

Further information and guidance on making a complaint to the FMSB is available at: https://www.familymediationcouncil.org.uk/complaints-about-mediators/

8. Sharing information with the FMSB

If a formal complaint is referred to the FMSB, we may need to share information we hold about you and the mediation with the FMSB so that it can consider the complaint. This is set out in our Privacy Policy, a copy of which is available on request or at [insert link/location].

9. Complaints about accredited mediators and disciplinary matters

Where a complaint raises a serious or repeated breach of the Code of Practice, it may also be considered under the FMC's disciplinary process, which is separate from this complaints procedure. Further information is available from the FMC.

10. Confidentiality

Complaints will be handled sensitively and confidentially, and information will only be shared with those who need to know it in order to investigate and resolve the complaint, or as set out in section 8 above.

11. Reference in our Agreement to Mediate

A copy of, or link to, this Complaints Procedure is provided to all clients in our Agreement to Mediate, in accordance with FMC requirements.