Making a complaint to National Family Mediation

We are committed to providing a high quality service and to dealing with all our clients fairly.  We acknowledge that we may not always get it right so if something has gone wrong, please tell us as soon as possible and within 28 working days of the experience you are unhappy with.
How do I make a complaint?
By writing to National Family Mediation, 1st Floor, Civic Centre, Paris Street, Exeter EX1 1JN
By email to This email address is being protected from spambots. You need JavaScript enabled to view it.
By telephone to 0300 4000 636
What do I need to tell you?
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
Your full name and contact details
What you think we have got wrong
What you hope to achieve as a result of your complaint, and
Your file reference number (if you have it)
If you require any help in making your complaint, we will try to help you.
How will you deal with my complaint?
We will acknowledge receipt of your complaint in writing within three working days.
In the first instance we will try to resolve the problem informally, but if we are unable to do so the procedure to formally investigate your complaint will usually involve: 
Reviewing your complaint 
Reviewing your file(s) and other relevant documents, and 
Speaking with the person who dealt with the matter 
We may need to ask you for further information or documents. If so, we will ask you to provide the information within a specified time period. 
We may either call you or ask to meet you to discuss your complaint. It will not affect the outcome of your complaint if you are unable to respond to a call or attend a meeting. 
How will I know the outcome of my complaint?
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. 
We will aim to deal with your complaint within 28 days of acknowledging receipt. We will let you know in writing if for some reason we are unable to do so within this timescale.
What if I am not satisfied with the outcome?
If you are unhappy with the outcome of your complaint you can ask the National Family Mediation Trustees to review it. You must contact them within 28 days of receiving your written response and ask for it to be reviewed, stating the reasons why you do not agree with the outcome.  

Head office opening hours:

9.30 am - 4.30 pm, Mon - Fri

Charity No: 1074796

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National Family Mediation

Civic Centre, Paris St, Exeter EX1 1JN

Tel: 0300 4000 636

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