Venture Mediation Complaints Procedure

Venture Mediation is committed to providing a professional, fair, and high-quality mediation service. If you are unhappy with any aspect of our service, we encourage you to let us know so that your concerns can be addressed promptly and appropriately. This complaints procedure is free of charge.

WHO CAN MAKE A COMPLAINT

A complaint may be made by:
• a client
• a former client
• a qualifying third party, such as a prospective client directly affected by a mediator’s professional conduct, or a professional invited to participate in mediation

Complaints must relate to an alleged breach of the Family Mediation Council’s Codes of Practice or Standards Framework.

TIME LIMITS
Complaints must be made within three months of the issue arising.
If the complaint relates to the mediation process as a whole, the three-month period runs from the date of the last mediation session.

Complaints that are vexatious or of a purely personal nature may not be investigated.

HOW TO MAKE A COMPLAINT
Complaints should be made in writing and addressed to:

Julian Rendall, Venture Mediation
Email: julian.rendall@venturemediation.co.uk
Post: Venture Mediation, The Roy Fletcher Centre, 12-17 Cross Hill, Shrewsbury SY1 1JE

Please include your contact details, sufficient information to identify the mediation, and a clear explanation of your concerns.

WHAT HAPPENS NEXT
• Your complaint will be acknowledged within 10 working days
• We will provide a written response within 30 working days
• If more time is needed, you will be informed in writing

Our response will explain the outcome of the investigation and any proposed steps to resolve the matter.

MEDIATION OF COMPLAINTS
Where appropriate, and if all parties agree, the complaint itself may be referred to mediation as a way of resolving the issue.

IF YOU REMAIN DISSATISFIED
If your complaint is not resolved to your satisfaction, you may ask the Family Mediation Standards Board (FMSB) to consider it, subject to their acceptance criteria.

Further information is available at:
www.familymediationcouncil.org.uk
Email: complaints@familymediationcouncil.org.uk

CONFIDENTIALITY
Our privacy notice allows relevant information to be shared with the FMSB where necessary for the investigation of a complaint.