Purcell are committed to providing a high-quality mediation service to you however when something goes wrong we need you to tell us about it. This will help us to improve our standards.
We would hope that in the first instance you would raise this directly with your Mediator in the hope that this can be resolved directly. If this is unable to be resolved directly in the mediation process then please put your concerns or complaint in writing.
Who can bring raise concerns/bring a complaint
If you are a mediation client, a former mediation client, or a qualifying third party (See below) you can make a complaint that relates to breaches of the Family Mediation Council’s Codes of Practice or Standards Framework that occurred within the last 3 months. For the avoidance of doubt, complaints that relate to the way a mediation was conducted as a whole, the date of the 3 months runs from is the last mediation session.
Mediation Complaints Procedure
Please put your concerns in writing to our Managing Director, Pauline Purcell, who will consider the issues raised. She may delegate the task to another Director (including myself) if she considers that they would be more appropriate to respond.
We will send you written confirmation acknowledging your complaint within 10 working days and investigated within 30 days of receipt. On occasions additional time may be required (unavoidable delays such as absences of colleagues on annual leave or sickness etc) and if that is the case you will be notified as soon as possible if the timescales stated herein cannot be met and in those circumstances will provide a revised timescale for our response.
If the above processes do not resolve your complaint, the person making the complaint can ask the Family Mediation Standards Board to consider the complaint, if the criteria at met. Further information on how to make a complaint to the FMSB can be found at www.familymediationcouncil.org.uk/complaints-about-mediators/.