How2divorce Family Mediation Service Complaints Policy
We are committed to providing a high-quality mediation service to our clients. If something goes wrong we need you to tell us about it. This will help us to improve our standards.
Our Complaints Procedure
If you have a complaint, please contact Debra Stevens in writing by email at dstevens@how2divorce.com who will deal with your complaint personally. Our complaints procedure is free of charge - no fees will be raised regarding the investigation of your complaint.
What Happens Next?
.Your complaint will be acknowledged in writing within 10 working days of receipt.
.Your complaint will be investigated and responded to in full within 30 working days of receipt.
.The full response to your complaint will set out the conclusion of the investigation and any proposed solutions to resolve the complaint.
.Your complaint may be referred to mediation if all parties agree.
.If it is not possible to resolve the complaint to your satisfaction then your complaint may be referred to the Family Mediation Standards Board (FMSB), if certain criteria are met - see
www.familymediationcouncil.org.uk for further information or email FMSB at
complaints@familymediationcouncil.org.uk or telephone on 01707 594055 between 9am to 3pm.
