ADVANTAGE MEDIATION LTD mary@advantagemediation.co.uk 07843069381
 ADVANTAGE MEDIATION LTD mary@advantagemediation.co.uk07843069381

Advantage Mediation Ltd Policies 

Advantage Mediation Ltd is committed to providing a positive and thoughtful service to you.

 Please find here the policies of Advantage Mediation Ltd 

 

1) Privacy

2) Complaints

3) Safeguarding 

Complaints policy 


Advantage Mediation Ltd aims to provide a high quality family mediation service to all our clients. 
Your views are important to us to be able to  learn and improve our practice. 
 If you have a complaint about Advantage Mediation Ltd  please feel free to call and have a chat. We hope we can put things right.
If this is not possible or you feel unable to call then please put this in writing. 
 How we deal with Comments and Complaints
 All complaints will be acknowledged within 10 days of receipt. 
 Complaints (including claims of breach of the Family Mediation Council’s (FMC) Codes of Practice or Standards Framework) about a matter occurring within the last three months may be made by prospective, current or former mediation clients (including persons attending mediation information and assessment meetings or other initial consultations); 
or by others who have been invited to either participate in a mediation process), 
for example another professional who attends a mediation, 
or by other FMC Registered Mediators, including Professional Practice Consultants (PPCs);
 For the avoidance of doubt, it is common for a mediator to contact a potential mediation participant after seeing the other potential mediation participant. 
Complaints about a mediator making contact with a potential participant do not therefore need to be investigated by mediators and will not be accepted by the FMC’s complaints process (see below). 
 Complaints that appear to be vexatious or of a purely personal nature do not have to be investigated by mediators 
 All complaints that are within the scope of this policy will be investigated and responded to normally within 30 days of receipt. 
If further time is required before a response can be provided you will be informed of this. 
Where appropriate the mediator will offer a further mediation meeting to resolve outstanding issues. 
 If you are dissatisfied with the mediator’s response you should explain in writing why your complaint has not been addressed. 
A response to this  will be provided within 14 days unless more time is needed, in which case you will be informed when the response will be ready. 
 If we have not resolved a complaint within the above timescales you may make a formal complaint to the FMC’s Family Mediation Standards Board (FMSB). 
Details of how to make a complaint to the FMSB can be found at https://www.familymediationcouncil.org.uk/complaints-about-mediators/
 
The  FMSB will normally only investigate a complaint if (a) it relates to its Codes of Practice or Standards Framework and (b) you have already exhausted Advantage Mediation Ltd  own complaints procedures in the last 3 months.

 

Time limit 
The time limit for complaints to Advantage Mediation Ltd is  not later than 3 months after the grounds to make the complaint first arose. 
For complaints about the way a mediation was conducted as a whole, the date the three months runs from is the last mediation session. 
If a complaint is made after this time an explanation for the delay must be given, along with evidence of exceptional circumstances preventing its submission sooner, and we will have a discretion whether or not to take those circumstances into account.
 

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© Mary Raymont