Effective Date: October 26th, 2025
Last Updated: January 30th, 2026
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 directly by Digital MIAM, including our platform, booking system, and administrative processes
Use of our AI case analysis and matching system
Communication, documentation, or administrative processes managed by Digital MIAM
Digital products including survey forms, dashboards, case reports, and MIAM certificates
Complaints about mediator professional conduct
Mediators on the Digital MIAM platform are independent professionals, not employees or agents of Digital MIAM. If your complaint relates to a mediator's professional conduct, advice, or the quality of the mediation itself, this should be raised directly with the mediator in the first instance, and thereafter with the Family Mediation Council (FMC) if unresolved.
We can assist you in identifying the appropriate contact details for the mediator or the FMC, but Digital MIAM does not investigate or adjudicate complaints regarding mediator professional conduct.
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.
For complaints about Digital MIAM's services: We will investigate and provide you with a written decision outlining our findings and any actions taken.
For complaints involving mediator conduct: We will acknowledge your complaint and, where appropriate, provide you with guidance on how to raise the matter directly with the mediator or escalate to the Family Mediation Council (FMC). Digital MIAM does not investigate or make findings on mediator professional conduct, as mediators operate as independent contractors.
6. If You Are Still Dissatisfied
Complaints about Digital MIAM's services: If you remain dissatisfied with our response, you may seek independent advice or pursue the matter through alternative dispute resolution.
Complaints about mediator professional conduct: If your complaint concerns a mediator's professional conduct and has not been resolved directly with the mediator, you may escalate it to the Family Mediation Council (FMC), provided the mediator is accredited or registered with them.
To escalate to the FMC, contact:
Family Mediation Standards Board (FMSB)
Email: complaints@familymediationcouncil.org.uk
Website: www.familymediationcouncil.org.uk
Note: Complaints to the FMC must usually be made within 3 months of attempting resolution with the mediator.
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.
Related Documents
Digital MIAM is a trading name of Cypher 7 Limited, a company registered in England and Wales (Company Number 13557284).