Complaints Policy

Everyone at Family Solutions intends to work with clients in good faith and in a manner that is satisfactory, and assists them in reaching decisions for the future.

In the unlikely event that you have any concerns about the service provided, please raise them in writing with the person you are working with first. If they are unable to resolve this with you directly or otherwise, you may then contact Claire Webb, who is the Director responsible for client care.

She will acknowledge your complaint within 7 working days, and will aim to respond in full, within 21 working days of receipt of it. Sometimes we may ask for more information and/or more time to investigate, depending on the nature of the complaint.

If matters are still not resolved, then it will depend upon the type of work we have carried out for you as to whom you then complain to.

Mediation – The FMC deal with complaints about mediators or firms registered with them, and in relation to complaints that concern breaches of the standards and code of conduct.

We hope that we will be able to resolve complaints internally. If we cannot do so, and if you and we agree, we may use mediation as a dispute resolution alternative. If, ultimately we cannot resolve things to your satisfaction, please contact https://www.familymediationcouncil.org.uk/complaints-about-mediators/.

Collaborative work, Traditional lawyer led work and Separate Together – https://resolution.org.uk/contact-us/complaints/make-a-complaint-about-a-member/. Please also see below for details of the Legal Ombudsman, who deal with complaints about service issues for lawyers. The Solicitors Regulation Authority deal with complaints about the behaviour of solicitors and firms.

Parenting Co-ordination – https://www.familymediationcouncil.org.uk/complaints-about-mediators/

Arbitration – https://www.ciarb.org/complaints/

Wellbeing and Counselling – https://nationalcounsellingsociety.org/complaints

In certain circumstances, it may also be possible for you to refer your complaint to another external complaints handler such as the Legal Ombudsman (https://www.legalombudsman.org.uk/), the Solicitors Regulation Authority (SRA) (www.sra.org.uk), or CiLEx (www.cilex.org.uk).

The Legal Ombudsman investigates complaints about service issues with lawyers. It expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.

If we have been dealing with your complaint internally, and you do not accept our response, you must refer your concerns to the Legal Ombudsman within six months of our final response to you.

The Legal Ombudsman’s contact details are: