Complaints

We sincerely hope you have no cause to complain. If however you are unhappy with the service you receive from us we are anxious to know about it. We value the trouble you may take to explain why you are dissatisfied.

Any complaint must be made within 3 months of the date of the last mediation session.

– If it is possible, raise any concerns in the mediation session so your mediator can try and resolve the issues immediately.

– After your mediation session, please call your mediator or email them. If the issue remains unresolved please email your complaint to info@focus-mediation.co.uk. We will acknowledge your complaint within 3 working days. 

– – A full review will be undertaken and the mediator will be asked about your concerns. 

– A full response will be emailed to you within 1 month. We aim to address any concerns you may have.
If you wish to take the matter further – and if certain criteria are met – the complaint can then be referred to the Family Mediation Standards Board (FMSB) in accordance with its new complaints process. Details can be found here https://www.familymediationcouncil.org.uk/complaints-about-mediators/.
All other types of mediation and one day mediation complaints should be sent to The Civil Mediation Council Ltd, The International Dispute Resolution Centre, 70 Fleet Street, London EC4Y 1EU.

To comply with the EU ADR Directive we are required to sign post you to an approved certified ADR provider, in our case, Small Claims Mediation (UK) Ltd., 33 Leicester Road, Blaby, Leicester LE8 4GR. This does not mean you or we are obliged to use ADR or this provider, but you have been informed of an approved certified ADR provider. We are also obliged to signpost you to the link for the (online ODR dispute resolution) platform.