Southern Family Mediation Ltd.

Complaints Procedure


Southern Family Mediation is committed to the highest standards.

Southern Family Mediation is fully committed to providing you with the best possible mediation service in accordance with the very highest standards of impartiality, integrity, quality and professionalism.
Good communication is essential to all good relationships, and we will always strive to assist you with any concerns that you may have following your mediation.

We are always looking for ways to improve our service to clients. However, in the unlikely event that you are dissatisfied with your mediation process, we will respond quickly and efficiently to your concerns.


The complaints procedure allows a client, a former client or a qualifying third party to make a complaint that relates to breaches of the FMC code of practice or standards framework that occurred within the last three months.

Complaints that relate to the way a mediation was conducted must be made within three months from the date of the last mediation session.  Complaints that appear to be vexatious or of a purely personal nature do not have to be investigated.

Complaints Procedure

If you do have a concern or a complaint, our procedure has a simple 3 Step Process.

  1. Please contact your mediator and raise your concern. You can do this either orally, or in writing however, we suggest that you do it writing so that if you don’t feel that your mediator has been able to resolve the matter for you, then moving to Step 2 is much easier.

Everyone in attendance at the mediation will be notified that a complaint has been received and the commencement of the complaint’s procedure.

  1. If you don’t feel your complaint has been satisfactorily resolved, then please contact Louisa Dickson at

Louisa will need you to give her the following details:

  • Your name and full contact details
  • The name of your mediator
  • The date of your mediation
  • Any previous correspondence with the mediator (as per Step 1)
  • A clear description of your concerns (if not covered above)
  • Details of any suggestions or ideas you may have as to how the problem could be resolved
  • Any other relevant documents which might assist in addressing the issue


Louisa will acknowledge your complaint within ten working days of receipt of your communication.

Louisa will take guidance from her professional practice consultant (PPC) and will contact you within thirty working days with the results of our investigations, and any proposals which we suggest to resolve the issue. Further time may be required, in certain circumstances, in which case the complainant will be notified in writing.

Mediation of the complaint can take place where both the complainant and mediator wish this to proceed.
In the event that you are dissatisfied with our response, we will refer you to Step 3.


  1. Step 3 is where the appropriate professional body will take over your complaint. This will be the FMSB.

The FMSB can take complaints only about breaches of the Family Mediation Council Code of Practice, only once you have exhausted the mediator’s complaints process..

If you feel that your visit to your mediator has breached the Family Mediation Council Code of Practice you can make a complaint here -