Complaints and concerns

Resolution members sign up to the Code of Practice, if they work outside of the Code you can make a complaint.

Resolution can take complaints about breaches of the Code of Practice or, in the case of Resolution mediators, the Family Mediation Council Code of Practice.

This means there are times when we won’t be able to take your complaint but we can give you information of who to contact if that’s the case.

We will try to resolve your complaint as quickly and appropriately as possible. We do this by establishing what has happened, finding out what you hope will happen, and by asking the member to provide an explanation. We will follow our complaints policy and procedure to reach a resolution.

What we expect from you

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

In turn, we ask you to treat our staff, volunteers and members of Resolution with the same 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.