We sincerely hope you have no cause to complain. If you have, then we would like to know what causes you concern. Our procedure is as follows:

 

1. Please raise the issue in mediation if possible, so your mediator can deal with any problem immediately.
2. You can raise a complaint after mediation. Please call, write or email Nicolette Zarka on info@auororafamilymediation.com or telephone 01462 429735. Any complaint must be made within 3 months of the last mediation session.
3. We will acknowledge your complaint within 3 working days
4. A full response will be sent to you in 21 days after a discussion with the mediator although on occasions further time may be required in which case you would be notified in writing.
5. In the event that you are still unhappy if the complaint is in relation to Nicolette Zarka, then your complaint will be sent to another FMCA mediator within the practice who will review and then reply to your complaint within 7 working days.
6. In the event that you are still unhappy, the Mediator’s professional practice consultant (PPC) will then be advised of any complaint. This is the person who supervises the mediator in question. In the normal course of events they will acknowledge receipt of your email within 7 working days. Once a full review has been undertaken and the mediator has explained their understanding of the situation, the PPC will respond to you in writing to assist with resolving within 28 days of receipt by the PPC.
7. Should you and the mediator both agree, it is possible to mediate your complaint.
8. In the event you are still unhappy and wish to take the matter further then your complaint can be referred to the Family Mediation Standards Board (FMSB) in accordance with its new complaints process. Details can be found here www.familymediationcouncil.org.uk/complaints-about-mediators