Complaints Policy & Procedure

• A complaint is any adverse comment or criticism even if the words “complain” or “complaint” are not used.
• Every complaint, whether in writing or simply expressed by word of mouth, should be handled in accordance with the procedures set out below.
• It is essential that complaints are handled promptly.  Even if the person appears to withdraw the complaint, the procedure must still be followed regardless of whether any further action is anticipated.
• All complainants will be treated with respect and we will endeavour to ensure that there is a fair and appropriate resolution of any complaint.
• We will consider each complaint without regard to race, disability, age, gender, religion, belief or sexual orientation.
• We will learn from any complaint dealt with and make appropriate changes to our practice as we strive to provide the highest level of service possible.

If any person, whether or not a client, makes a complaint about any aspect of the services provided by Focus Family Mediation, that complaint must be reported without delay. The steps to follow are:-

1. Any member of staff on becoming aware of a complaint, whether or not directly involved with that complaint, must immediately notify Carmel Doyle.
2. The complaint must be acknowledged within 10 working days and the complainant should be asked to clarify in writing the specific matters that they are complaining about.
3. Once that written communication is received it should be passed immediately to the mediator dealing with the matter. The mediator is to address the points raised by the complainant and provide a written response within 30 working days. If the mediator thinks that this timescale is unlikely to be met, the complainant is to be informed of the reason for the delay and an alternative timescale is to be provided.
4. If it is not possible for the mediator and complainant to resolve matters directly with each other the mediator is to refer the matter immediately to Carmel Doyle who has overall responsibility for dealing with complaints. Carmel Doyle will investigate the nature of the complaint and the response provided by the mediator. She will keep the client fully informed of the progress of her investigation and will decide what action should be taken and what response should be given. The investigation will comprise, but will not be limited to, a review of the client file, discussion with the individual mediator and, if appropriate, discussion with the clients involved.
5. Once her investigation has been completed Carmel Doyle will notify the complainant and the mediator of the outcome of the investigation. This will be within 30 working days of the mediator confirming that it has not been possible to resolve matters directly with the client.
6. If the complaint is against Carmel Doyle and it has not been possible for Carmel to resolve matters directly with the complainant, Carmel will refer the matter to Elizabeth Cassidy who is a lawyer mediator with Focus Family Mediation and an Accredited Family Mediator with the Family mediation Council. Elizabeth Cassidy will investigate the nature of the complaint and the response provided by Carmel Doyle. She will keep the client fully informed of the progress of her investigation and will decide what action should be taken and what response should be given. The investigation will comprise, but will not be limited to, a review of the client file, discussion with Carmel Doyle and, if appropriate, discussion with the clients involved.
7. Once her investigation has been completed Elizabeth Cassidy will notify the complainant and Carmel Doyle of the outcome of the investigation. This will be within 30 working days of Carmel confirming that it has not been possible to resolve matters directly with the client.
8. If it is not possible to resolve the complaint a referral can be made to an independent mediator with the consent of all parties.
9. If the complainant is not satisfied with the outcome of the investigation, they may refer their complaint to the Family Mediation Standards Board by completing a complaints form which can be downloaded from the Family Mediation Council website www.familymediationcouncil.org.uk and emailed to complaints@familymediationcouncil.org.uk. Alternatively, the Family Mediation Council can be contacted by phone on 01707 594055 between 9 am – 3 pm Monday to Friday.