Complaints and concerns

What we offer

We can consider complaints which involve a Resolution member who has acted outside of the Code of Practice and which meet these conditions.

If your complaint is about a mediator please contact the Family Mediation Council (FMC).

Our complaints policy and procedure describes the process we offer in detail.

If you have a complaint or concern about something Resolution has done, you can find out more about our process here.

We will always treat you with respect and we will do our best to handle any concern or complaint efficiently, effectively and fairly.

How to make a complaint

Step 1: contact our member directly

The first step is to contact the Resolution member or their firm directly. This gives them the opportunity to address your concerns and resolve the matter with you. All members have their own complaints procedures and should be given a realistic timeframe – up to eight weeks – to provide a full response.

Step 2: consider your next steps

If you do not receive a response within eight weeks, or you are unhappy with the outcome, you will need to decide on the best route forward.

• Regulatory matters: if your complaint involves allegations of professional misconduct or dishonesty, you should contact the relevant regulator, such as the Solicitors Regulation Authority (SRA), the Bar Standards Board (BSB) if your complaint is about a barrister, or Cilex Regulation if your complaint is about a legal executive. The Legal Ombudsman can also investigate complaints.
• Breaches of the Resolution Code: you can raise your concerns with us if you believe the Resolution Code of Practice has been breached.

Step 3: bring your complaint to Resolution

If your complaint relates specifically to a breach of our Code of Practice and meets our conditions you can submit a complaint to us.

• How to complain: please read our Complaints Policy and Procedure before submitting your complaint.
• Our process: we will assess your complaint and let you know if we can take it forward. If we cannot get involved (for example, if legal proceedings are still ongoing), we will explain why and guide you toward other helpful resources.

Send us your complaint or concern

What we expect

We ask you to treat our staff, volunteers and members of Resolution with respect. Occasionally, emotions can spill over during the complaints process, particularly if the outcome is not the one you hoped for. Abusive or offensive behaviour will be dealt with in line with our unacceptable behaviour policy.