Privacy Policy and Complaints Procedure
SJ Mediation is committed to the highest standards.
SJ Mediation is fully committed to providing you with the best possible mediation service in accordance with the very highest standards of impartiality, integrity, quality and professionalism.
Good communication is essential to all good relationships, and we will always strive to assist you with any concerns that you may have following your mediation.
We continually seek ways to enhance our service to clients. However, in the unlikely event that you are dissatisfied with your mediation process, we will respond quickly and efficiently to your concerns.
The complaints procedure allows a client, a former client or a qualifying third party to make a complaint that relates to breaches of the FMC code of practice or standards framework that occurred within the last three months. https://www.familymediationcouncil.org.uk/us/code-practice
Complaints that relate to the way a mediation was conducted must be made within three months of the date of the last mediation session. Complaints that appear to be vexatious or of a purely personal nature do not have to be investigated.
Complaints Procedure
If you have a concern or complaint, our procedure follows a simple 3 Step Process.
- Please contact your mediator and raise your concern. You can do this either orally or in writing; however, we suggest that you do it in writing so that if you don’t feel that your mediator has been able to resolve the matter for you, then moving to Step 2 is much easier.
Everyone in attendance at the mediation will be notified that a complaint has been received and that the commencement of the complaint procedure has been initiated.
- If you don’t feel your complaint has been satisfactorily resolved, then please contact Louisa Dickson at louisa@southernfamilymediation.co.uk.
Su will need you to give her the following details:
- Your name and full contact details
- The name of your mediator
- The date of your mediation
- Any previous correspondence with the mediator (as per Step 1)
- A clear description of your concerns (if not covered above)
- Details of any suggestions or ideas you may have as to how the problem could be resolved
- Any other relevant documents which might assist in addressing the issue
Su will acknowledge your complaint within ten working days of receipt of your communication.
Su will contact you within thirty working days with the results of our investigations, and any proposals which we suggest to resolve the issue. Further time may be required, in certain circumstances, in which case the complainant will be notified in writing.
Mediation of the complaint can take place where both the complainant and mediator wish this to proceed.
In the event that you are dissatisfied with our response, we will refer you to Step 3.
- Step 3 is where the appropriate professional body will take over your complaint. This will be the FMSB.
The FMSB can take complaints only about breaches of the Family Mediation Council Code of Practice (https://www.familymediationcouncil.org.uk/wp
content/uploads/2018/11/FMC-Code-of-Practice-v1.3-November-2018.pdf).
If you feel that your visit to your mediator has breached the Family Mediation Council Code of Practice, you can make a complaint here - https://www.familymediationcouncil.org.uk/complaints-about-mediators/ once you have exhausted the mediator’s complaints process.
Privacy Policy
Our Privacy Policy explains:
- What information we collect and how we collect it
- Why and how we use your information
- How long do we keep your information?
- How we may share your information
- Your rights regarding the information we hold about you
- Security – how we keep your information safe
- Changes to this Privacy Policy
- How to contact us
SJ Mediation may update this policy from time to time. Please check this page periodically to ensure you are happy with any changes.
This policy is effective from September 2024.
Information We Collect
To provide family and child-inclusive mediation services, we collect and process personal data from clients, potential clients, and referrers. This may include:
Personal Information
- Title, first and middle names, surname
- Contact details (postal address, email address, phone numbers)
- Date of birth
- Ethnic origin and disability information (if provided)
- Names and dates of birth of children involved (where relevant for mediation)
Referral Details
- Information provided via referral forms
- Background details relevant to mediation
Financial Information
- Information provided to assess fees or eligibility
- Invoicing and payment details
Sensitive Personal Data
- Information related to criminal matters or safeguarding.
- Any other sensitive information disclosed during MIAM or mediation
Website Information
- Data collected through contact forms on our website
- IP addresses, browser/device information, and analytics data (if used)
We collect this information through:
- Direct communication (telephone, email, contact forms, post)
- Self-referral forms on our website
- Referrals from solicitors or other professionals
- Notes and records created during MIAM or mediation sessions
How We Use Your Information
We use your personal data to:
- Provide mediation services to you
- Respond to your requests and enquiries.
- Assess suitability for mediation and carry out the mediation process.
- Conduct child-inclusive mediation where relevant.
- Maintain accurate records for professional standards.
- Improve our services
- Request participation in surveys to enhance service delivery
- Comply with legal and regulatory obligations, including legal aid requirements if applicable.
- Manage administration, accounts, and staff records.
Consent and Lawful Processing
We process your personal data on the following bases:
- Legitimate interests: to conduct mediation, administer services, and improve offerings
- Contract: to provide the mediation services you request
- Consent: for child-inclusive mediation, certain communications, and sharing data as authorised by you
- Legal obligation: to comply with laws, safeguarding duties, and professional regulations
How Long Do We Keep Your Information
- Mediation case records: securely stored for 5 years after case closure
- Website enquiries: stored up to 12 months, unless added to a mediation file
- Financial records: retained for 6 years for tax and accounting compliance
Sharing Your Information
We may share your personal data with:
- Your consented third parties, such as solicitors or professional advisors
- Payment processors to securely handle transactions
- The Legal Aid Agency, where applicable
- Regulatory or professional bodies, when required
- IT, hosting, and technology providers who help us securely manage data
- The Family Mediation Standards Board if a formal complaint is raised
- Authorities, if required by law or safeguarding obligations
We do not sell or lease your personal data.
Parents and Children
- For children under 13 involved in child-inclusive mediation, parental or guardian consent is obtained where required.
- For children aged 13 and over, we seek consent directly from the child.
Your Rights
You have the right to:
- Be informed about how your data is used
- Access your personal data.
- Request correction or deletion of inaccurate or unnecessary data
- Restrict or object to certain processing activities.
- Withdraw consent where processing is consent-based
- Data portability (request your data in a portable format)
- Complain with the Information Commissioner’s Office (ICO) if you believe your rights are infringed.
To exercise any of these rights, please contact us using the details below.
Information Security
We take appropriate measures to protect your data:
- Regularly reviewing our data protection practices
- Restricting access to personal information to authorised staff only
- Using secure IT systems and encryption where appropriate
- Employing third-party providers who meet security standards
Changes to This Policy
We may update this Privacy Policy occasionally. Changes will be posted on this page with an updated effective date.
How to Contact Us
If you have any questions or wish to exercise your data rights, please contact:
SJ Mediation
Email: admin@sjmediation.co.uk
Website: www.sjmediation.co.uk
Terms and Conditions
Effective Date:January 2025
Welcome to SJ Mediation. By using our mediation services, whether online or in-person, you agree to the following Terms and Conditions. Please read them carefully.
1. Services Provided
- SJ Mediation offers family mediation and child-inclusive mediation services designed to help parties resolve disputes collaboratively.
- Mediation is a voluntary and confidential process facilitated by an impartial mediator.
- We do not provide legal advice; clients are encouraged to seek independent legal counsel where appropriate.
2. Eligibility and Participation
- Both parties must agree to participate voluntarily in mediation.
- Where children are involved, child-inclusive mediation is conducted with appropriate consent as per our Privacy Policy.
- We reserve the right to decline or discontinue mediation if we believe the process is not suitable, if there are safeguarding concerns, or if either party acts unreasonably.
3. Client Responsibilities
- Clients agree to provide accurate and complete information relevant to the mediation.
- All participants must act in good faith, be respectful, and engage constructively.
- Confidentiality must be maintained throughout and after mediation, except where disclosure is required by law or safeguarding concerns arise.
4. Confidentiality
- Mediation sessions are confidential, and information disclosed cannot be used as evidence in court without consent.
- Exceptions apply if there is a risk of harm, abuse, or where disclosure is required by law.
5. Fees and Payment
- Mediation fees will be agreed upon before services commence.
- Payment terms, including deposits, cancellations, and refunds, will be outlined in your service agreement.
- Failure to pay fees may result in suspension or termination of mediation services.
6. Cancellation and Rescheduling
- Clients should provide at least 48 hours' notice to cancel or reschedule appointments.
- Late cancellations or no-shows may incur a cancellation fee as detailed in your service agreement.
7. Limitation of Liability
- SJ Mediation provides services to facilitate negotiation but does not guarantee outcomes.
- We are not liable for any loss, damage, or legal consequences arising from the mediation process or decisions made by participants.
8. Data Protection
- We handle personal data in accordance with our Privacy Policy, which you should review carefully.
- By using our services, you consent to the collection and use of your data as described.
9. Governing Law
- These Terms and Conditions are governed by the laws of England and Wales.
- Any disputes arising will be subject to the exclusive jurisdiction of the courts of England and Wales.
10. Contact Information
If you have questions or concerns regarding these Terms and Conditions, please contact:
SJ Mediation
Email: admin@sjmediation.co.uk
Website: www.sjmediation.co.uk