Complaints Policy

Access Family Mediation

Effective date: 15/11/2025

Last updated: 15/11/2025

Contact: contact@accessfamilymediation.com

1. Purpose of this Policy

We are committed to providing a safe, professional and high-quality mediation service.

If you are unhappy with any aspect of the service you receive, you have the right to raise a concern or make a complaint. This policy explains how you can do that and how your complaint will be handled.

This procedure applies to:

  • Clients who have attended or been invited to a MIAM

  • Clients who have taken part in mediation

  • People invited to participate in mediation who decline, but who believe they have grounds for concern

2. Who We Are

We are a family mediation service with mediators working toward FMC accreditation (WTA).

What follows is a two-step process, firstly with complaints being raised internally; following that, the option of escalating the complaint to the Family Mediation Standards Board.

For more information on FMSB complaints process: https://www.familymediationcouncil.org.uk/complaints-about-mediators/

3. How to Raise a Concern Informally

If you are unhappy with any aspect of the service, we encourage you to raise this with us directly at the earliest opportunity.

Many issues can be resolved quickly through a conversation.

You can raise an informal concern by:

  • Emailing at: contact@accessfamilymediation.com

  • Speaking with your mediator during or after a session

  • Requesting a short call to discuss your concern

We aim to respond to informal concerns within 10 working days.


4. Making a Formal Complaint

If you are not satisfied after raising the issue informally, or you would prefer to make a formal complaint immediately, you can do so in writing.

Please email your complaint to:

contact@accessfamilymediation.com

Subject: Formal Complaint


Or write to us at:

Access Family Mediation, Bridge House, Collier Street, Tonbridge, TN12 9SD


A formal complaint should include:

  • Your name and contact details

  • Details of what happened

  • When it happened

  • Why you are dissatisfied

  • What outcome you are seeking (if applicable)


What happens next:

  • Acknowledgement
    We will acknowledge your complaint in writing within 10 working days.

  • Review
    We will review all relevant information, including session notes and correspondence.

  • Response
    You will receive a written response within 28 working days of acknowledgement.
    If more time is needed (for example, due to complexity), we will inform you and explain why.

5. Escalation to Professional Practice Consultant (PPC)

If you do not feel your complaint has been resolved after receiving my formal response, you can request that the matter is reviewed by the Family Mediation Standards Board.

  • You must use the FMSB process within three months of receiving the final response from the mediator's service.

  • The FMSB only considers complaints that relate to breaches of the FMC's professional standards, Code of Practice, or Manual of Professional Standards. They cannot order a mediator to return fees or pay compensation

  • You can make a complaint to the FMSB by completing their official complaints form, available on the Family Mediation Council website. You can also contact the FMC office by phone for assistance with the form.

  • The FMSB may take disciplinary measures against the mediator if the complaint is upheld. Actions can range from required further training to suspension or removal from the FMC Register.

6. When Mediation Records May Be Shared

Normally, all mediation discussions are confidential.

However, where a complaint is made, we may need to share limited information with:

  • Professional Practice Consultants (for the purpose of reviewing the complaint)

  • Family Mediation Standards Board (FMSB)

  • Insurers (if relevant)


We will share the minimum information necessary and handle all data in line with UK GDPR.


7. Matters That Cannot Be Dealt With Through This Procedure

This complaints process cannot consider:

  • Dissatisfaction with the outcome of mediation

  • Attempts to challenge agreements the parties themselves reached

  • Issues that fall within the court’s jurisdiction (e.g., delay in court proceedings)

  • Complaints about the other party’s behaviour


It deals only with concerns relating to the service we provided.


8. Time Limit for Making a Complaint

Complaints should normally be made within 3 months of the issue arising, or within 3 months of the final mediation session/MIAM.

Complaints made after this period may not be accepted unless there is good reason for the delay.


9. Record Keeping

We keep a record of all complaints in accordance with UK GDPR and the FMC Code of Practice.

These records help improve our practice and are stored securely.


10. Review of This Policy

This policy will be reviewed annually, or sooner if required by changes in FMC guidance.