We are committed to providing a high-quality mediation service to all our clients. It is important to us that you are happy with all aspects of our service and feel free to share your comments and concerns with us. This policy is to explain how we can support you if you wish to complain about our service.
 
Our practice is governed by the Family Medication Council and the College of Mediators (CoM) and our mediations are conducted in accordance with both the Family Mediation Code of Conduct  and the CoM Code of Practice. In order to continue improving our standards, we need to hear from you if something goes wrong.
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Please raise any concerns you may have as to our practice with your mediator in the first instance. Your mediator will aim to resolve matters to your satisfaction internally and informally according to our complaints procedure.

If you are not satisfied with the solution offered by your mediator, you have the right to have your complaint considered by Marianne Rance, the person responsible for handling complaints at ELBA Mediation. If Marianne is your mediator in the first place, please speak to Marianne face-to-face or telephone 07928 445417.
 
Definition of a complaint

  • A complaint is an expression of dissatisfaction with our service from a client, referrer or another mediator.
  • You do not need to be affected personally by the actions of a mediator if you feel that he or she is in breach of the FMC Code of Practice.
 
How to complain
 
If you have a complaint, please contact us in writing with the details within 3 months of the last mediation session.
You can complain online using the complaint form below, email your concerns to info@elbamediation.com, or write to us at:
 
ELBA Mediation
Flat 8 The Courtyard
48 New North Road 
Exeter EX4 4EP

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within 10 days of receiving it, enclosing a copy of this policy.
  2.  We will then investigate your complaint. This will normally involve passing your complaint to Marianne Rance, who will review your matter file.
  3. Marianne will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 30 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Marianne will write to you to confirm what took place and any solutions she has agreed with you.
  5. If you do not want a meeting or it is not possible, Marianne will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 
  6. At this stage, if you are still not satisfied, we can decide whether we wish to have your complaint mediated by a third party. 
  7. We will arrange for our external professional practice consultant (PPC) to review your complaint and our decision.
  8. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  9.  If you are still not satisfied, you can then contact the FMC Standards Board, using the following details: Telephone: 01707594055 / web: www.familymediationcouncil.org.uk/complaints-about-mediators/​
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Copies of the following documents can be obtained from our service on request:
  • Our Complaints Policy
  • College of Mediators Complaints Procedure
  • College of Mediators Code of Practice for Mediators
  • FMC Code of Conduct
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