Complaints Procedure

This procedure meets the Family Mediation Council's minimum requirements for mediators' own complaints processes. It applies to all work carried out by Becky Taylor Mediation, including initial contact, MIAMs and mediation.

1. Our commitment

We want every client to feel listened to, treated fairly and supported through a difficult time. If something has gone wrong, or you are unhappy with any part of our service, we want to know. Complaints are taken seriously, handled without defensiveness, and used to improve the service.

Making a complaint will never affect how we treat you, and you are welcome to raise a concern informally at any point — often a quick conversation sorts things out.

2. Who can complain

You may make a complaint if you are:

• a client or former client of Becky Taylor Mediation;
• a prospective client who has been directly affected by the mediator's professional behaviour; or
• a person who has been invited to participate in a mediation process (for example, another professional attending a session).

Complaints must relate to the conduct of the mediator or the service, including any alleged breach of the Family Mediation Council (FMC) Code of Practice or Standards. Complaints that appear to be vexatious or of a purely personal nature do not have to be investigated.

3. Time limits

Please raise your complaint as soon as you can. Complaints must be made within 3 months of the incident you are complaining about. Where the complaint concerns the way a mediation was conducted as a whole, the 3 months runs from the date of the last mediation session.

4. How to make a complaint

Complaints should be made in writing so that we are clear about your concerns. Please email hello@beckytaylormediation.co.uk or write to us, and include:

• your name and contact details;
• the date(s) of your MIAM or mediation sessions;
• a clear description of what happened and why you are unhappy; and
• what outcome you are looking for.

If you would find it difficult to put your complaint in writing, call us on 07891 098 369 and we will make a note of the conversation and confirm it back to you.

Stage 1 — Direct resolution

Your complaint will first be considered by Becky Taylor, who will try to resolve it directly with you.

• We will acknowledge your complaint in writing within 10 working days of receiving it.
• We will investigate and give you a full written response within 30 working days of receiving your complaint. If we need more time, we will tell you in writing and explain why.
• At this stage your complaint is treated confidentially and will not be shared with the other party to the mediation.

Where both you and the mediator would like it, the complaint itself can be referred to an independent mediator to help resolve it.

Stage 2 — Independent review by our Professional Practice Consultant

If you are not satisfied with the response at Stage 1, tell us in writing why. Your complaint will then be passed to our Professional Practice Consultant (PPC) — an experienced, independent family mediation supervisor — for review.

• We will tell you in writing the name of the PPC appointed.
• The PPC will review the case file. We will ask for your written consent (and, where necessary, the other party's consent) before releasing your file — this consent is usually already covered in your Agreement to Mediate.
• The PPC will contact you within 21 days of appointment with a timeline, and will provide a final written assessment to you and to us.

If your complaint concerns a mediation that is still ongoing, the mediation will normally pause while the complaint is considered. We will let the other party know that a complaint has been made and that the process is paused, but not the content of your complaint.

Stage 3 — Family Mediation Standards Board (FMSB)

If your complaint is still not resolved, you may ask the Family Mediation Standards Board (FMSB) to consider it. The FMSB is the independent complaints body for family mediators registered with the Family Mediation Council.

The FMSB will consider your complaint if:

• the mediator complained about is an FMC Registered Mediator (Becky Taylor is FMC registered — you can check on the FMC's "Find a Mediator" register);
• you are a client, former client or qualifying third party;
• you have completed our complaints process within the last 3 months, or we have not responded to your complaint; and
• your complaint alleges a breach of the FMC's professional standards (the Code of Practice, the PPC Code of Practice, or the FMC Standards).

To complain to the FMSB, complete the complaints form on the FMC website and send it with any supporting documents to complaints@familymediationcouncil.org.uk. Full details are at familymediationcouncil.org.uk/complaints-about-mediators. If you struggle with the form, you can phone the FMC office on 01707 594055 (9am–3pm, Monday to Friday).

Please note: the FMSB can take professional measures (such as requiring further training, or suspending or removing a mediator's accreditation or registration), but it cannot require a mediator to refund fees or pay compensation.

5. Confidentiality and records

Complaints are handled confidentially. Only the people involved in investigating your complaint will have access to the information, and we will not disclose anything that is confidential between the mediator and mediation participants. This means that if you are not a client or former client, you may only receive limited information in response to your complaint.

We keep a record of every complaint — what was received, what was done, and the outcome — in line with data protection law and FMC requirements. Our PPC is notified of complaints so they can support good practice, and our professional indemnity insurer is notified where our policy requires it.

6. Using this procedure

Using this complaints procedure does not affect your legal rights, including your right to seek legal advice or take action through the courts.

This procedure is published on our website and is referred to in our Agreement to Mediate. It is reviewed annually, or sooner if the FMC's requirements change.

How to contact us about a complaint

Email: hello@beckytaylormediation.co.uk
Phone: 07891 098 369
Website: www.beckytaylormediation.co.uk

Version 1.0 — September 2026. Next review: September 2027.