We hope we will work with you as a mediator in a manner that is satisfactory to you both and that assists you in reaching decisions for the future. We ask that any concern you may have as to our practice or the service provided by us, including your bill, is referred to your mediator in the first instance. We will try and resolve your complaint by mediation if we both agree. If we’re unable to resolve this with you directly or otherwise, Irwin Mitchell LLP’s Complaints Procedure will apply, details of which can be found on our website here: Irwin Mitchell Complaints Procedure.
A copy of our complaints procedure is also available on request from our Client Care Team by telephone 0370 1500 100 or by writing to them at Irwin Mitchell, 9th Floor, The Colmore Building, 20 Colmore Circus, Birmingham B4 6AH. Alternatively, you can contact the team directly by email at clientcare@irwinmitchell.com. If there are any circumstances which make it difficult for you to make a written complaint, then please call the team on 0121 214 6579 to discuss how best we can deal with your complaint.
Whilst Irwin Mitchell LLP’s Complaints Procedure will apply, the following provisions will also apply:
- If we cannot resolve your complaint by mediation, you may make a complaint that relates to breaches of the Family Mediation Council’s (FMC) Codes of Practice or Standards Framework that occurred within the last three months to the Family Mediation Standards Board (FMSB) provided certain criteria are met. For the avoidance of doubt, if the complaint relates to the way the mediation was conducted as a whole, the date the three months runs from is the last mediation session. The complaints procedure and how to make a complaint about a mediator to the FMSB is available on the FMC’s website https://www.familymediationcouncil.org.uk/complaints-about-mediators/.
- You may refer your complaint to Resolution for consideration in accordance with their complaints procedure. You can see the Resolution complaints policy on their website www.resolution.org.uk.
- In certain circumstances, it may be possible for you to refer your complaint to another external complaints handler such as the Legal Ombudsman (www.legalombudsman.org.uk) or the Solicitors Regulation Authority (SRA) (www.sra.org.uk). Further information is available on the website links. Please note that normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. In certain circumstances the Legal Ombudsman may accept a complaint outside of these timescales and further information about that is available from their website. Contact details for the Legal Ombudsman are as follows:
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk
Post : Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.
