A practical Lunch & Learn on handling complaints fairly, consistently and confidently, covering the Trust’s approach and wider lessons drawn from Mikes time on FMC Complaints Panels.
Complaints are inevitable in family mediation. Handled well, they protect clients, staff and the reputation of the service. Handled poorly, they escalate quickly, consume time and can undermine confidence in the process.
In this practical Lunch & Learn, Michael Mack will set out a clear, repeatable approach to handling complaints in a way that is fair, calm and defensible. The session will draw on The Family Mediation Trust’s day-to-day complaint handling processes, alongside wider lessons from Michael’s standards and consumer work across the family mediation sector.
You will leave with usable templates, a simple triage framework, and language that helps de-escalate difficult exchanges while staying within the boundaries of confidentiality, impartiality and data protection.
What we will cover
Who this session is for
Mediators, PPCs, managers, administrators and anyone who may receive, log, investigate or respond to complaints.
Presenter
Michael Mack, The Family Mediation Trust. Michael leads service delivery and governance across the Trust and contributes to the Family Mediation Standards Board.