The privacy of your personal details, whether stored on file or computer, is assured. MediationMK is registered under the Data Protection Act and you are, therefore, entitled to request a copy of any information kept about you in our records. The Legal Aid Agency may require access to our records in order to ensure standards are maintained. Discussions in mediation are treated in confidence
No information is passed to anyone outside MediationMK without your permission. However, full and frank disclosure of all relevant information between a mediating couple is essential if mediation is to be successful. If allegations of harm to a child are made, the mediator has an obligation to contact the relevant authorities.
We welcome constructive comments about our service and we also regularly seek the views of users. A copy of our complaints procedure is available on request.
Discussions in mediation are treated in confidence. No information is passed to anyone outside MediationMK without your permission.
Please tell us if you are concerned about your own safety, or the safety of a child, or have experienced violence or intimidation. We can make arrangements for separate arrival and departure times, and separate waiting areas, if required.
We want you to feel supported, respected, and heard throughout mediation. If something
has not gone as it should, please let us know. Your feedback helps us improve our service
for you and for other families.
You can make a complaint if you are:
– A current or former client of our service
– Someone invited to take part in mediation (for example, another parent, carer, or
professional)
Please tell us within 30 working days (6 weeks) of the issue.
Please give us:
– Your name and contact details
– What you think went wrong
– What outcome you would like
– Your file reference number (if you know it)
You can email or write to us. If you need help to put your complaint in writing, we will
support you.
1. Acknowledgement – We will confirm we have received your complaint within 7 working
days.
2. Informal resolution – We will try to sort things out quickly, if possible.
3. Formal review – If needed, a senior mediator (not involved in your case) will:
• Review your case file
• Speak with the mediator concerned
• Contact you if we need more information
• Consider the outcome you are hoping for
We aim to complete this process within 25 working days.
We will write to you with the results of our investigation and any steps we propose. You
then have 14 working days to let us know if you are satisfied, or if you feel more is needed.
If your complaint was about an FMA member mediator, you can ask the Family Mediators
Association (FMA) to review it.
All mediators are regulated by the Family Mediation Council (FMC). If you are still unhappy,
you may also ask the FMC to review your complaint.
More information: https://www.familymediationcouncil.org.uk/complaints-aboutmediators/
– Respect: We will listen carefully to your concerns
– Impartiality: Your complaint will be reviewed by someone independent of your case
– Transparency: We will keep you informed at each stage
– Learning: Complaints help us improve and adapt our service for families and children
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