Complaints & Compliance

Complaints and Compliance

At Evolve Mediation Service, we are committed to delivering a mediation service that is fully satisfactory to all of our clients. We welcome feedback and aim to respond promptly, courteously and constructively to any concern raised, whether formal or informal. Client views are important to us and play a valuable role in helping us continually improve the quality of our service.

If you have any concerns about our practice or the service you have received, please raise these with us in the first instance. Ideally, concerns should be submitted in writing by post or email, providing a clear description of the issue and any suggestions you may have for resolving it. If we are unable to resolve the matter directly with you, your complaint will then follow the formal process outlined below.

When a Complaint Can Be Made and by Whom

A complaint may be made by a current client, a former client or a qualifying third party (see below). Complaints must relate to breaches of the Family Mediation Council (FMC) Codes of Practice or the Standards Framework and must concern matters that occurred within the last three months.

If you have completed our internal complaints process within the last three months, or if you have submitted a complaint to us and have not received a response, you may escalate your complaint to the Family Mediation Standards Board (FMSB).

What Types of Complaints Will Be Considered

The FMSB will consider complaints that relate to breaches of the FMC’s professional standards, including those set out in the following:

The FMC Code of Practice
The FMC Code of Practice for Professional Practice Consultants
The FMC Manual of Professional Standards and Self-Regulatory Framework

These standards govern the professional behaviour expected of mediators and the quality of practice clients should receive.

What Types of Complaints Will Not Be Considered

Complaints that appear vexatious, malicious or purely personal in nature do not have to be investigated by us and will not be considered by the FMSB. The complaints process is intended for concerns about professional conduct and standards, not personal grievances.

Timeframes for Handling Complaints

On receipt of a complaint, we will acknowledge it within 10 working days. The complaint will be investigated and responded to within 30 working days. If, for any reason, additional time is required, we will notify you in writing and keep you informed of progress.

Where appropriate, and if both the complainant and the mediator agree, the complaint may be addressed through mediation.

Privacy and Information Sharing

By submitting a complaint, you agree that information held by us may be shared with the FMSB if a formal complaint is made to them and the information is relevant to the matter being reviewed.

Qualifying Third Parties

Certain individuals other than clients may also raise a complaint. Qualifying third parties include:

A prospective client who has been directly affected by the mediator’s professional behaviour.
A person invited to take part in the mediation process, such as another professional attending a mediation session.

To clarify, mediators often contact a potential participant after first meeting with the other participant. Complaints solely about this contact do not require investigation and will not be accepted by the FMSB. Similarly, mediators may sign court forms confirming that one person has attended a MIAM without contacting or inviting a second potential participant. Complaints of this nature also do not require investigation and will not be accepted.

Due to confidentiality rules, neither we nor the FMSB are able to disclose information that is confidential between the mediator and mediation participants. As a result, qualifying third parties should expect that only limited information may be shared with them regarding their complaint, even when it is formally considered.

Complaints that appear vexatious or of a purely personal nature do not need to be investigated by mediators.

Further Information

Full details on making a complaint to the Family Mediation Standards Board can be found at:
https://www.familymediationcouncil.org.uk/complaints-about-mediators/