Complaints Procedure

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Our Commitment

We are committed to providing a professional, impartial, and high-quality family mediation service. We welcome feedback and take complaints seriously. If you are unhappy with any aspect of our service, we will seek to resolve your concerns promptly, fairly, and respectfully.

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Raising a Concern

If you are dissatisfied with any aspect of our service, we encourage you to discuss your concerns with your mediator in the first instance. Many issues can be resolved quickly through informal discussion and clarification.

You can contact us by:

• Email: info@compass-family-mediation.co.uk

• Telephone: 07786864896

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Making a Formal Complaint

If your concern cannot be resolved informally, or if you prefer to make a formal complaint, please submit your complaint in writing.

Please include:

• Your full name and contact details

• The date(s) of the mediation session(s)

• Details of your complaint

• Any relevant documents or correspondence

• The outcome you are seeking

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Complaints should be sent to:

Email: Info@compass-family-mediation.co.uk

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What Happens Next?

Step 1: Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

Step 2: Investigation

Your complaint will be reviewed fairly and confidentially. We may examine records, correspondence, and any other relevant information to fully understand the circumstances.

Step 3: Response

We aim to provide a full written response within 30 working days of acknowledging your complaint. If the matter is complex and requires additional time, we will keep you informed of progress and provide a revised timescale.

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If You Remain Dissatisfied

If you are not satisfied with the outcome of our complaints process, you may be able to refer your complaint to the mediator's professional body. Where applicable, complaints about the professional conduct of a Family Mediation Council (FMC) accredited mediator can be referred to the appropriate FMC Member Organisation.

Further information can be found at:

Family Mediation Council (FMC)
Website: https://www.familymediationcouncil.org.uk

Family Mediation Standards Board

For more information on who can complain and where to complain please follow this link to the Family Mediation Council webpage

Complaints About Mediators - Family Mediation Council

Or email them

complaints@familymediationcouncil.org.uk

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Confidentiality

All complaints will be handled in confidence and in accordance with data protection requirements. Information will only be shared where necessary to investigate and resolve the complaint, or where required by law.

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Continuous Improvement

We value feedback and use complaints as an opportunity to learn and improve our services. Your comments help us maintain the highest standards of professional practice and client care.

Last Updated: 09/2026
Practice Name: Compass Family Mediation
Email:Info@compass-family-mediation.co.uk
Telephone: 07786864896