1. Our Commitment

Pathways Family Mediation is committed to providing high-quality mediation services. If you are dissatisfied with our service, we want to hear from you to improve our standards.

2. How to Complain

1. Initial Contact
   
   • Speak to your mediator directly
   • Email: [help@pathwaysfamilymediation.co.uk]
   • Write to: Pathways Family Mediation, Independence House, 16 Queen Street, Worcester, Worcestershire, WR1 2PL
2. What to Include
   
   • Your contact details
   • Details of your complaint
   • Relevant dates and times
   • Any supporting documents

3. Our Response

We will:

• Acknowledge your complaint within 5 working days
• Investigate thoroughly
• Provide a full response within 15 working days
• Keep you informed if we need more time

4. Escalation Process

If you’re unsatisfied with our response:

1. Request a review by senior management
2. Contact the Family Mediation Council
3. Seek advice from the Legal Ombudsman

5. Learning from Complaints

We use complaints to:

• Improve our service
• Train our staff
• Update our procedures