Complaints Policy

We aim to provide a professional and high quality service. If you are unhappy with any part of your experience, we will do our best to resolve the issue.

Our complaints process follows the standards set by the Family Mediation Council (FMC). You can make a complaint if you are a client, a former client, or a qualifying third party*, as long as the issue relates to a breach of the FMC’s Code of Practice or Standards Framework and the last mediation session took place within the past 3 months.

How to make a complaint

1. Speak to your mediator (if you feel comfortable). If it feels appropriate, you can raise your concerns directly with your mediator at the start of a session.

Or

2. send your complaint in writing. Email us at info@shuramediation.com with as much detail as possible.

Please include:

  • Your name and preferred contact details.
  • Details of your complaint.
  • The name of the other person involved.
  • Dates of any relevant meetings (online or in person).

3. We will acknowledge your complaint within 10 working days.

4. We will investigate and respond within 30 working days.

If we need more time for example, because the issue is complex, we will let you know in writing.

Your complaint may be reviewed by someone other than your mediator. If appropriate, another mediator may carry out the investigation. They may also help mediate the complaint between you and the original mediator if both sides agree.

If you are not satisfied with our response, you can escalate the complaint. You can take your complaint to the Family Mediation Standards Board (FMSB): : https://www.familymediationcouncil.org.uk/complaints-about-mediators

Who counts as a “qualifying third party”?

A third party can make a complaint if they are:

  • A potential client who has been directly affected by a mediator’s professional behaviour.
  • Someone invited to take part in mediation, such as another professional attending a session.

However, please note:
It is normal for a mediator to contact one potential participant before the other. Complaints about this will not be investigated by the FMSB.

Mediators may sign court forms confirming that one person attended a MIAM without contacting the other person. Complaints about this will also not be investigated.

Mediators and the FMSB cannot share confidential information with third parties. This means that if you are a third‑party complainant, you may only receive limited information in response.

Complaints that will not be investigated

Under FMSB policy, mediators do not have to investigate complaints that are vexatious or purely personal.
A complaint may be considered vexatious if:

  • It appears intended to intimidate, disrupt, or unfairly pressure the mediator or the FMSB
  • It repeats issues that have already been investigated
  • It is clearly unfounded or unsupported by evidence
  • It relates to matters unrelated to mediation
  • It uses abusive or offensive language
  • A complaint may be considered purely personal if it focuses on a mediator’s personal characteristics or circumstances rather than their professional conduct.