Terms, conditions and privacy policy

Complaints policy

Version 5, effective 2 November 2026. Document reference BFM-POL-03.

1. Introduction and purpose

Brighter Future Mediation Ltd (BFM) is committed to providing a high-quality mediation service. We take all complaints seriously and view them as an opportunity to improve. This policy sets out how BFM handles complaints from clients, mediators and other parties, and how we will ensure that concerns are addressed promptly, fairly and transparently. This policy is published on our website, and a copy is sent with every agreement to mediate.

We work with FMC accredited and CMC registered mediators, and with mediators working towards FMC accreditation. Brighter Future Mediation Ltd is not itself registered with the Family Mediation Council (FMC) or the Civil Mediation Council (CMC) as a service. Where a complaint concerns the conduct of an individual mediator, BFM cooperates with the FMC’s complaints framework as it applies to that mediator and supports the client through the appropriate referral. This policy meets the FMC’s Minimum Requirements for Mediators’ Own Complaints Processes and should be read alongside the FMC Code of Practice for Family Mediators v1.5 (August 2025).

2. Who can complain

  • Clients who have received, or attempted to receive, mediation services from BFM
  • Mediators engaged by BFM who have concerns about BFM’s conduct, processes or decisions
  • Any other individual who has been directly affected by BFM’s activities
  • Someone acting for any of the above, with their consent

3. What can be complained about

  • The quality or appropriateness of a mediation service
  • The conduct, professionalism or impartiality of a mediator
  • BFM’s administrative processes, including scheduling, fees or communications
  • Alleged failures in safeguarding, confidentiality or data protection
  • Any matter of alleged discrimination or breach of equality obligations

This policy does not cover the substance or outcome of a mediation itself. Mediation is a confidential and voluntary process and its outcome is determined by the parties, not by BFM.

4. How to make a complaint

4.1 How to contact us

You can complain by email, phone or post, or tell your mediator or any member of our team, who will pass it on the same day. All complaints come to Rebecca Waclawyj, Founder and Director. If you email or write, please use the subject line ‘Complaint’ and include any reference number you have.

  • Email: rebecca@brighterfuturemediation.co.uk (with the subject line ‘Complaint’ along with any reference number you have)
  • Telephone: 0333 240 8038
  • Post: Brighter Future Mediation Ltd, 86-90 Paul Street, London EC2A 4NE

4.2 What to include

It helps us if your complaint includes:

  • Your full name and contact details
  • A clear description of your complaint, including relevant dates
  • The outcome you are seeking
  • Any supporting evidence (for example, correspondence or records)

If you need help to make a complaint, for example because of a disability or because English is not your first language, please tell us and we will help.

4.3 When to complain

Please complain as soon as you can. If possible, tell us within three months of the event you are complaining about or, if your complaint is about the mediation as a whole, within three months of your last session. This keeps open your right to ask the Family Mediation Standards Board (FMSB) to consider a complaint about a mediator (section 6). We will still consider a later complaint where we fairly can.

5. How we will handle your complaint

We handle every complaint in the same way, however you make it. We will:

  • Acknowledge your complaint in writing within 5 working days of receiving it
  • Appoint an appropriate person to investigate the complaint, who will be independent of the matter wherever possible
  • Conduct a thorough, fair and impartial investigation
  • Send you a full written response within 28 days of receiving your complaint. If we need longer, we will write to you before the 28 days are up to explain why and give you a new date, and we will keep you updated
  • Tell you in that response the outcome, the reasons for our decision, any action taken or proposed, and what you can do if you are not satisfied (section 10)

If we can put things right quickly, for example in a phone call, we will do so and confirm what we agreed in writing, within the same timescales.

If you and the mediator both want to, the complaint can be mediated. This is voluntary for both of you and does not affect your right to a written response or to take your complaint further.

6. Complaints about a mediator and the Family Mediation Standards Board (FMSB)

Where a complaint concerns the professional conduct of a family mediator (including conduct during mediation, adherence to the FMC Code of Practice, or safeguarding matters), we will share it with the mediator, ask for their account and handle it under this policy. BFM may also refer the matter to the FMC, and will tell you if we do.

If you are not satisfied with our final response, you can ask the FMSB to consider your complaint if these criteria are met:

  • your complaint is about an FMC Registered Mediator (you can check the register at www.familymediationcouncil.org.uk). The FMSB cannot consider complaints about a mediation service such as BFM
  • it is about a possible breach of the FMC Code of Practice or the FMC Standards Framework
  • you have completed our complaints process and you contact the FMSB within three months of our final response. If we have not responded within our timescales, you can also contact the FMSB

To complain to the FMSB, complete the FMSB complaint form on the FMC website (www.familymediationcouncil.org.uk/complaints-about-mediators) and email it, with any supporting documents, to complaints@familymediationcouncil.org.uk. If you need help, you can phone the FMC office on 01707 594055, 9am to 3pm, Monday to Friday.

Workplace, civil and commercial mediation: if your complaint is about a CMC Registered Mediator and you are not satisfied with our final response, you can complain to the Civil Mediation Council (civilmediation.org/for-the-public/complaints).

7. Data protection complaints

If your complaint relates to the way BFM has handled your personal data, you have the right to complain to the Information Commissioner’s Office (ICO) at any time. We would encourage you to contact BFM first so that we have the opportunity to address your concern directly. We handle data protection complaints under this policy, within the same timescales. The ICO can be contacted at:

8. Confidentiality

All complaints will be handled with discretion. Information about a complaint will only be shared with those who need to know in order to investigate and resolve it. BFM will comply with its obligations under the UK GDPR and Data Protection Act 2018 in the handling of all personal information. If a complaint is made to the FMSB, we may share relevant information we hold with the FMSB so that it can consider the complaint, as the FMC requires.

9. Unreasonable or vexatious complaints

BFM is committed to treating all complaints seriously. However, where a complaint is found to be malicious, vexatious, or made with the intention of causing harm rather than raising a genuine concern, BFM reserves the right to decline to investigate further. Any such decision will be communicated in writing with reasons.

10. If you are not satisfied with our response

If you are not satisfied with our response, you can:

  • Ask for a review by a director, if a director did not investigate your complaint. The director will reply in writing within 28 days of your request, and that reply is our final response
  • Where your complaint is about a family mediator, ask the FMSB to consider it (section 6)
  • Where your complaint is about a CMC Registered Mediator, contact the Civil Mediation Council (section 6)
  • Where your complaint is about your personal data, contact the ICO (section 7)
  • Seek independent legal advice

11. Monitoring and review

BFM keeps one complaints log recording every complaint and its outcome. This record will be reviewed periodically to identify trends, systemic issues or areas for improvement. This policy will be reviewed annually.

12. Related policies

  • BFM-POL-01: Equality, Diversity, Inclusion, Wellbeing and Accessibility Policy
  • BFM-POL-05: Data Protection and GDPR Policy
  • FMC Code of Practice for Family Mediators v1.5 (August 2025)
  • FMC Minimum Requirements for Mediators’ Own Complaints Processes (February 2022)