FFMS Complaints Framework

COMPLAINTS PROCEDURES MANDATED BY THE FAMILY MEDIATION STANDARDS BOARD (FMSB) FOR ALL REGISTERED FAMILY MEDIATORS AND THEIR MEDIATION CLIENTS IN ENGLAND AND WALES

Family First Mediation Service (FFMS) apply the Family Mediation Council (FMC) Code of Practice which is now as follows:

1. Complaints that may be considered under the Code of Practice are breaches of FMC professional standards as set out in

(a) the FMC’s Code of Practice,
(b) the FMC’s Code of Practice for Professional Practice Consultants,
(c) the FMC’s Manual of Professional Standards and Self-regulatory framework.

Best practice is to set such matters out in a form to be supplied by FMSB. The form and supporting documentation should then be emailed to: complaints@familymediationcouncil.org.uk

2. Clients have three months from their last mediation session in which to raise an issue about “how a mediation was conducted as a whole”.

3. The following do not warrant investigation—-(a) where there is evidence of a client pressurising a mediator (this is known as a “vexatious complaint”) or (b) a complaint which concerns purely personal attributions or(c) where a mediator, pursuant to their normal duty, is attempting to make contact with a potential participant to family mediation, or(d) where a mediator, pursuant to their normal duty, is passing or attempting to pass the family mediation to a family court in accordance with normal procedure when that is the normal way forward for the issue/s.

4. FFMS are to acknowledge appropriate complaints within 10 working days of receipt (i.e. usually 14 actual days).

5. FFMS are to give a response to the complaints within 30 working days of receipt ( i.e. usually 6 actual weeks). If further time is needed for FFMS to respond that is to be then set out in writing giving an explanation and with a time frame for the response.

6. If both the client and the mediator agree then the complaint may be mediated by an independent mediator.

7. A complaining client may, if FMSB agrees, seek guidance from the FMSB.

8. FFMS and their client both agree that all information held by FFMS relevant to the complaint can be forwarded at an appropriate time to the FMSB.