Complaints Handling Policy

1. We are committed to providing a high-quality legal service.

2. We acknowledge that we may not always get it right, so if something has gone wrong, including in relation to our charges, we need you to tell us. This will help us to improve our standards of service.

3. How do I make a complaint?

3.1 You can contact us in writing (by email or letter) or by telephone.

3.2 Please contact our Client Care Director who has overall responsibility for complaints and whose contact details are:

Sally Clark
Smart Talking Mediation Limited
Hare Park Mills,
Hare Park Lane,
Liversedge,
WF15 8EP

Email: Sally@smarttalking.co.uk
Telephone: 03330 344646

3.3 To help us to understand your complaint, and in order that we do not miss anything, please tell us:

3.3.1 your full name and contact details;

3.3.2 the details of your complaint;

3.3.3 how you would like your complaint to be resolved; and

3.3.4 your file reference number (if you have it).

3.4 If you require any help in making your complaint we will try to help you.

4. How will you deal with my complaint?

4.1 We will write to you within two working days acknowledging your complaint, enclosing a copy of this policy.

4.2 We will investigate your complaint. This will usually involve:

4.2.1 reviewing your complaint;

4.2.2 reviewing your file(s) and other relevant documents; and

4.2.3 liaising with the person who dealt with your matter (where this is not the Client Care Director).

4.3 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

4.4 We will update you on the progress of your complaint at appropriate times.

4.5 We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone or video conference.

4.6 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.

5. What to do if we cannot resolve your complaint

5.1 We have eight weeks to consider your complaint. If we have not done so satisfactorily then for mediation complaints relating to family mediation matters then you have the right to raise a complaint with the, Family Mediation Standards Board (FMSB) of the Family Mediation Council. This is the body which has exclusive jurisdiction for dealing with all Family Mediation complaints in England and Wales.

5.2 You may complain to the Family Mediation Standards Board (FMSB) if you have exhausted an FMC Registered Mediator’s own complaints process in the last three months.

You may also complain to the FMSB if you have made a complaint to an FMC Registered Mediator and they are not responding to the complaint.

A complaint can be made to the FMSB by completing our complaints form which you can download here. Once completed, please send this form and any supporting documents to complaints@familymediationcouncil.org.uk

If you struggle to complete the form, you can ask someone to help you to do this or phone the FMC office on 01707 594055 between 9am – 3pm, Monday to Friday.