Complaints policy

What do I do if I am not satisfied with the service I have received from my FMA mediator?

One of the objectives of FMA is to ensure that people using the mediation process as a way to resolve their differences receive an efficient, competent and highly quality assured service. To ensure that you have a positive mediation experience FMA requires that its family mediators follow the FMA Code of Practice. In addition our family mediators are supervised by a Professional Practice Consultant (PPC) and regularly meet with the PPC to discuss mediation practice.

Sometimes you may feel unhappy with the service that has been provided and if this happens it is important that you inform your mediator or mediation service as soon as you can. It may be possible to address your concerns simply by telephone or letter, however in some cases you may feel that you need the structure of a complaints procedure.

The FMA requires its members to have a written complaints procedure and to give a copy of that procedure to all of its clients. This is important as you must first use your mediator’s complaints procedure. If you do not have a copy please ask your mediator or service to provide one. In the complaints procedure you will find the contact details of your complaints handler.

If after using your mediator ‘s complaints procedure you feel that your complaint has not been fully addressed then you may take the matter further by contacting the FMA Board, in writing, at Family Mediators Association, Glenfinnan Suite, Braeview House, 9/11 Braeview Place, East Kilbride, G74 3XH, Scotland, tel 01355 244 594

At this stage the FMA will contact your family mediator or mediation service to ensure that their complaints procedure has been used and exhausted before looking at your complaint. If the mediator’s complaints procedure has been used then the FMA Board will set in motion its own complaints procedure and will be in touch with you.

Presidents and board members