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.
Mediation MK and Integrum Training & Consultancy Ltd are committed to providing a safe, impartial, and professional mediation service that meets the standards set by the Family Mediation Council (FMC).
We recognise that concerns may arise and that, on occasion, clients or others may feel dissatisfied with aspects of the service they have received. We take all complaints seriously and view them as an opportunity to reflect, learn, and improve.
A complaint may be made by:
For clarity:
These actions alone do not constitute grounds for a complaint unless there is evidence of professional misconduct or breach of FMC standards.
Complaints that appear vexatious or of a purely personal or discriminatory nature may not be investigated, in line with FMC guidance.
Complaints must relate to alleged breaches of the FMC Codes of Practice or Standards Framework that occurred within the last three months.
Where a complaint relates to the way mediation was conducted as a whole, the three-month period runs from the date of the last mediation session.
Complaints should be made in writing (email or letter) and include:
If you need support to set out your complaint, we will provide reasonable assistance.
Where appropriate, and if both the complainant and the mediator agree, the complaint may be resolved through mediation as an alternative to a formal determination.
This option will not limit your right to pursue the complaint further if resolution is not achieved.
Our written response will:
If you are not satisfied with the outcome, you may request that the complaint be considered by the Family Mediation Standards Board (FMSB), provided the criteria for referral are met.
Details of the FMC/FMSB complaints process, including timeframes and eligibility, are available via the Family Mediation Council.
Complaints are handled confidentially and in line with our Privacy Notice.
Where a complaint is referred to the FMSB, relevant information may be shared with them for the purpose of investigation, in accordance with data protection legislation and FMC requirements.
This Complaints Policy:
Please address any complaints via email to the complaints Department @ info@mediationmk.org.uk
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