Complaints Procedure

Sills & Betteridge LLP Complaints Handling Procedure

Our Complaints policy

We are committed to providing a high quality mediation service to all of our clients. When something goes wrong, we need you to tell us about it particularly if the complaint breaches the FMC’s Code of Practice Standards Framework.

This will help us to improve our standards. All complaints regarding the way mediation was conducted should be made within 3 months from the last mediation session. You can view our complaints procedure by clicking here. Complaints should be made to the Client Service Manager at Sills Mediation, 18-28 Clasketgate, Lincoln, LN2 1JN or by emailing complaints@sillsmediation.co.uk . We will deal with your complaint as follows:-

1. Your complaint will be acknowledged within 10 working days of receipt.
2. We will respond within 30 working days of receipt. On occasions further time may be required in which case we will notify you in writing.
3. We will allow for mediation of the complaint where both the complainant and the Mediator wish this to proceed.
4. If we have dealt with your complaint through our complaints procedure and you are still not satisfied, you can contact the Family Mediation Standards Board. Details can be found here