Complaints Procedure
Albany Mediation
Albany Mediation is committed to providing a professional, impartial and respectful family mediation service.
We take complaints seriously and aim to resolve concerns fairly and promptly.
Making a complaint
If you are dissatisfied with our service, please contact us in writing:
Please provide your name, contact details, an explanation of your concerns and any relevant dates or information.
Complaints concerning alleged breaches of applicable Family Mediation Council professional standards should normally be raised within three months of the incident, or within three months of the final mediation session where the complaint concerns the mediation process as a whole.
How we handle complaints
We will:
Acknowledge your complaint within 10 working days.
Consider the issues raised fairly and carefully.
Provide a written response within 30 working days of receiving the complaint.
If additional time is necessary, we will explain the reason and notify you in writing.
Where both parties agree, mediation of the complaint may be considered.
Further complaints
If you remain dissatisfied after completing our complaints process, you may be eligible to refer a complaint concerning breaches of FMC professional standards to the Family Mediation Standards Board (FMSB).
This should normally be done within three months of receiving our final response.
Further information is available at:
www.familymediationcouncil.org.uk/complaints/
The FMSB cannot award compensation or order the repayment of fees.
Confidentiality
Complaints will be handled sensitively. Relevant information may be shared with the FMSB where required for the consideration of a formal complaint.
Contact
Albany Mediation