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.
Who may complain
A client, a former client or a qualifying third party may make a complaint that relates to breaches of the FMC’s Codes of Practice or Standards Framework that occurred within the last three months. For avoidance of doubt, complaints that relate to the way a mediation was conducted as a whole, the date the three months runs from is the last mediation session. Complaints that appear to be vexatious or of a purely personal nature do not have to be investigated.
Principals of the complaints procedure
The effective management of complaint is central to Winstanley Mediation’s commitment to client care. We aim to:
- Resolve complaints quickly, efficiently and fairly.
- Handle enquiries and complaints professionally and courteously.
- Provide clear and straightforward procedures which are easy to understand and follow.
- Act promptly and keep you informed of what we are doing to investigate and resolve your concerns.
- Take follow-up action where appropriate to minimise the risk of future recurrence
- 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 letter or email. 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 initially 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.
Complaints will be investigated by Tracy Winstanley, Director and responded to substantively within 30 working days of receipt.
When your complaint is initially received a letter or email of acknowledgement confirming the name and contact details of the person dealing with the complaint will be sent to you within 10 working days.
When your complaint has been investigated a letter or email will be sent providing a detailed response to the concerns you have raised and proposals for putting things right. A substantive response will be sent to you within 30 days of the date of the letter/email of the initial acknowledgement.
On occasions further time may be required, in which case the complainant will be notified in writing.
Stage 3 - Family Mediation Standards Board
In the event that the external supervisor dealing with your case is unable to resolve the matter, you can contact the Family Mediation Standards Board (FMSB) via the following methods:
- Website address: https://www.familymediationcouncil.org.uk/complaints-about-mediators/
- Telephone: 01707 594055.
The Complainant can then ask the FMSB to consider the complaint if their certain criteria is met.
In the event the complainant has exhausted Stage 1 and Stage 2 and would like to be given the opportunity to mediate about the complaint with the Mediator, subject to the Mediator also agreeing, they may have an opportunity to do so.
Further information regarding the set up and timescales for this will be discussed with the complainant and the Mediator but will aim to take place within 30 days of that request.