Complaints

I want to provide my clients with the best possible service. If however, at any time you become unhappy or concerned with the service I provide then you should inform me immediately so that I can do my best to resolve the problem.

If you would like to make a formal complaint, then my full complaints procedure can be read here.

Complaints Handling at Kingston & Richmond Family Mediation Practice

I am committed to providing a high quality service to my clients but if something goes wrong then please tell me about it.

To make a complaint please contact Marcus Stanton.

I will send you an acknowledgement of receipt of your complaint within 7 days of receiving it, and I will send you a copy of this complaints procedure.

What will happen:

Your complaint will be investigated by Marcus Stanton.

Depending upon the nature of your complaint you may be invited to attend a meeting with Marcus to discuss it further. This invitation will be made 14 days from receipt of your complaint.

Should a meeting take place, then within 14 days of the meeting, Marcus will write to you setting out what was discussed and any solutions Marcus has agreed with you.

If a meeting is not considered appropriate, then Marcus will explain why he does not think a meeting is appropriate and will respond to your complaint in writing within 14 days from sending you the acknowledgement letter, setting out a detailed written reply to your letter, including suggestions for resolving your concern.

If after receiving this letter you are still not happy, then you should contact Marcus to ask him to review his decision and consider any other points you wish to make.

Within 14 days of receiving your request for a review Marcus will write to you with his final position on your complaint and explaining the reasons for his decision.

At this point if you are still not satisfied, then you can contact the Family Mediation Council at www.familymediationcouncil.org.uk and they will investigate your complaint. Details of the Family Mediation Council's complaints procedure can be found here.