Complaints Policy

At 2Mediate, we are committed to providing a respectful, impartial, and high-quality family mediation service. If you are unhappy with any part of the service you have received, we encourage you to raise your concerns so that they can be addressed promptly and fairly.

Complaints may be made by a client or former client of a mediator, a prospective client who has been directly affected by a mediator’s professional behaviour, or any person who has been invited to participate in the mediation process. Complaints must relate to the mediator’s professional conduct, and a breach of professional standards, such as those set out in the FMC Code of Practice.

Step 1: Raise Your Concern

In the first instance, please raise any concerns with Teresa Barton directly—either verbally or in writing. We aim to resolve issues informally and will respond within 10 working days wherever possible.

Step 2: Formal Complaint

If you are not satisfied with the initial response, you may submit a formal complaint in writing. Please send this to:

•  2Mediate

• Teresa@2mediate.co.uk

We will acknowledge your complaint within 5 working days and aim to provide a full written response within 30 working days.

Step 3: Review by PPC

If you are still dissatisfied, I can refer the matter to my Professional Practice Consultant (PPC), who can offer a further independent perspective and support resolution of the issue.

Family Mediation Standards Board

If the matter remains unresolved, the complainant can ask the Family Mediation Standards Board to consider the complaint if certain criteria are met, including if you have exhausted 2Mediates Mediation’s complaints process in the last three months.. Further details can be found at https://www.familymediationcouncil.org.uk/complaints-about-mediators/

Complaints Form

Your Details

Name:

Address:

Email:

Phone:

Please state the details of the meeting you attended:

YOUR COMPLAINT:

Please give details of your complaint and the circumstances:

Please outline any steps taken to address this issue so far:

How do you see this being resolved?