Effective Date: October 26th, 2025
Last Updated: October 26th, 2025
Reviewed Annually
1. Our Commitment to You
At Digital MIAM, we are committed to delivering a high-quality, accessible and professional service. If you feel dissatisfied with any aspect of our service, we want to hear from you. Your feedback helps us improve and ensures that we uphold the standards expected by the Family Mediation Council (FMC) and our clients.
2. What This Policy Covers
This Complaints Policy applies to:
Services provided via the Digital MIAM platform.
Conduct or service delivery of mediators assigned through our platform.
Use of our AI case analysis and matching system.
Communication, documentation, or administrative processes.
Digital products including survey forms, dashboards, case reports, and MIAM certificates.
3. What This Policy Does Not Cover
Disagreements with the content of the MIAM certificate or outcomes of mediation. These are professional judgments by mediators.
Legal advice or legal representation.
Issues that are being pursued in a legal forum (e.g. courts).
Complaints raised more than 3 months after the issue occurred or became known.
4. How to Raise a Complaint
Stage 1: Informal Resolution
In the first instance, we encourage you to contact us directly to see if the issue can be resolved informally.
Please email: contact@digitalmiam.co.uk
Include your full name, email address, case reference number, and a brief summary of your concern.
We aim to respond to all informal concerns within 5 working days.
Stage 2: Formal Complaint
If you remain dissatisfied, or wish to escalate directly, you may submit a formal complaint in writing.
Please include:
Your full name and contact details.
Case reference number (if applicable).
Date(s) of the issue(s).
A detailed description of your complaint.
What outcome or resolution you are seeking.
You may submit your complaint by email to: contact@digitalmiam.co.uk
We will acknowledge your complaint within 7 working days, and provide a full response within 20 working days, unless more time is needed, in which case you will be informed.
5. What Happens Next
Your complaint will be reviewed by a senior member of our operations team, who is independent of the matter in question. If the complaint involves a mediator, they will be given an opportunity to respond.
You will receive a written decision outlining:
Findings of the investigation.
Any actions taken to resolve or address the issue.
Your right to escalate if you remain dissatisfied.
6. If You Are Still Dissatisfied
If your complaint concerns a mediator’s professional conduct and has not been resolved by us, you may escalate it to the Family Mediation Council (FMC), provided the mediator is accredited or registered with them.
To do this, contact:
Family Mediation Standards Board (FMSB)
complaints@familymediationcouncil.org.uk
www.familymediationcouncil.org.uk
Note: Complaints must usually be made to the FMC within 3 months of our final decision.
7. Confidentiality and Record Keeping
All complaints will be treated in strict confidence and in accordance with our Privacy Policy. We will retain a record of your complaint and our responses for 6 years, in line with regulatory obligations and for service improvement purposes.
8. Accessibility
If you need help submitting a complaint (e.g., due to disability or language barriers), we will make reasonable adjustments. Please contact contact@digitalmiam.co.uk to discuss your needs.
9. Policy Review
This complaints procedure is reviewed annually and updated to reflect best practices, legal requirements, and operational feedback.
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