Complaints

Winstanley Mediation are committed to providing a high-quality mediation service to all parties. Should you have any reason to feel dissatisfied you need to tell us about it. We value you and welcome your giving us the opportunity to put things right for you and to improve our standards.

Principals of the complaints procedure 

The effective management of complaint is central to Winstanley Mediation’s commitment to client care. 

We aim to: 

1. Resolve complaints quickly, efficiently and fairly.
2. Handle enquiries and complaints professionally and courteously.
3. Provide clear and straightforward procedures which are easy to understand and follow.
4. Act promptly and keep you informed of what we are doing to investigate and resolve your concerns.
5. Take follow-up action where appropriate to minimise the risk of future recurrence
6. Monitor complaints in order to improve the quality of service, identify weakness and manage risk and to periodically audit the effectiveness of our systems.

Making a complaint – Stage 1

We aim to be as approachable as possible and to assist you as much as we reasonably can.  We will accept your complaint in any format and via any medium you choose, phone, letter, fax, email or face to face.  If you need assistance to define or make your complaint, please ask for our help.  Help with complaints is always given free of charge.

Your complaint will normally be acknowledged by which ever method you have used to raise your concern, within 10 working days.  All other communication from the practice in relation to the complaint will be via email unless you request otherwise.

All complaints even routine concerns are recorded centrally and monitored by Tracy Winstanley, Director who is initially responsible for making sure complaints are handled effectively in line with this written policy.  Any questions, therefore, should be directed to Tracy Winstanley.  Email address: This email address is being protected from spambots. You need JavaScript enabled to view it..

Complaints will be investigated by Tracy Winstanley, Director and responded to within 30 working days of receipt.

Stage 2 - Family Mediation Standards Board

In the event that your complaint is not resolved to your satisfaction by Tracy Winstanley, you can contact the Family Mediation Standards Board (FMSB) via the following methods: 

• Email address: This email address is being protected from spambots. You need JavaScript enabled to view it.  
• Website address: https://www.familymediationcouncil.org.uk/complaints-about-mediators/
• Telephone: 01707 594055. 

The FMSB will deal with your complaint provided certain criteria is met.  Winstanley Mediation adopts the FMSB process for complaints.