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Complaints Procedure

Last updated 4 April 2026

Our Commitment to Quality

BookMIAM is committed to providing a high-quality mediation service. We work to the Family Mediation Council Code of Practice 2025, the details of which can be found at familymediationcouncil.org.uk/code-of-practice.

When something goes wrong, we want you to let us know. Please feel free to contact us by email if you want to discuss any aspect of our service.

Who Can Make a Complaint

The following people may make a complaint:

  • Clients of BookMIAM
  • Prospective clients who have been directly affected by our professional behaviour
  • Those who have been invited to participate in a mediation session

Time Limit

Clients have a right to complain directly to us for up to 6 months after the relevant event.

Stage One: Internal Resolution

In the first instance, please put your complaint in writing and send it to:

Please include the following information:

  • Your full name and contact details.
  • The date(s) of your MIAM or mediation session(s).
  • A clear description of your complaint.
  • What outcome you are seeking.

We will:

  • Acknowledge your complaint within 10 working days of receipt.
  • Investigate your complaint within 30 working days. If more time is needed, we will let you know and explain why.
  • Respond in writing with the outcome of our investigation and any proposed resolution.

If your complaint relates to the conduct of the mediator during a session, the mediator will not continue to work on your case while the complaint is being investigated. Where possible, an alternative mediator will be offered. The other party will be notified that a complaint has been made (but not the details of it).

Stage Two: Family Mediation Standards Board (FMSB)

If you are not satisfied with the outcome of Stage One, or if we have not responded within the timeframes above, you may escalate your complaint to the Family Mediation Standards Board (FMSB).

The FMSB handles complaints about FMC-registered mediators that allege breaches of the Code of Practice or professional standards. You must have exhausted our internal complaints process before contacting the FMSB.

You can find more information about what this means at familymediationcouncil.org.uk/complaints-about-mediators.

You must submit your complaint to the FMSB within 3 months of receiving our Stage One response.

Data Protection Complaints

If your complaint relates to how we have handled your personal data, please see our Privacy Policy. You also have the right to complain to the Information Commissioner’s Office (ICO):

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