What information we collect and how we collect it
Why and how we use your information
How long we keep your information
How we may share your information
Your rights on the information we hold about you
Security - How we keep your information safe
How to Contact Us
The Data Controller is Family Mediation Matters
Information we collect
In order to provide our services and for the other purposes set out in Use of Information below, we collect and process Personal Data from the users. We may collect the following information
Personal information: (for example, your name, email address, mailing address, phone numbers, date of birth and address)
Sensitive Personal Data: (for example, your wishes and feelings with regards your dispute; medical conditions)
Attendance information: (such as when you attended)
Safeguarding incidents: Will be noted by the mediator when these are raised
From time to time and as permitted by applicable law(s), we may collect Personal Data about you and update any existing Personal Data that we currently hold from other third-party sources.
We collect your information from
Self-referral Forms on our websites
Referrals from organisations e.g. Cafcass, Family Solicitors
Telephone conversations, emails and written and verbal communications
Records of any sessions
How we use the information
Your Personal Data may be used in the following ways:
To provide our services to you
To respond to your requests and enquiries
To improve our services
To request your participation in surveys, or other initiatives which help us to gather information used to develop and enhance our services (your data is not given to third parties)
To comply with applicable law(s) (for example, to comply with a search warrant or court order) or to carry out professional ethics/conduct investigations
To enable us to provide and maintain our own accounts and records, and to support and manage our employees
To enable quality audits to be conducted on the files and records held by the mediators
Consent and lawful processing of data
Our legitimate interests, which include processing such Personal Data for the purposes of
Providing and enhancing the provision of our services
Administration and programme delivery
For dealing with medical needs - any information you provide, we must have had explicit consent to use
All other cases: where it is necessary for Family Mediation Matters to conduct mediation
How long will we keep your information?
See Data Retention
Sharing and disclosure to third parties
We may disclose your Personal Data to third parties from time-to-time under the following circumstances:
You request or authorise the disclosure of your personal details to a third party
The information is disclosed as permitted by applicable law(s) and/or in order to comply with applicable law(s) (for example, to comply with a search warrant or court order).
The information is provided to service providers who perform functions on our behalf
Hosting providers for the secure storage and transmission of your data
Legal and compliance consultants, such as external counsel, external auditors
Technology providers who assist in the development and management of our web properties
Please be aware that at no time do we provide your data to third parties who are not involved with your case.
We do not sell or provide data to third party databases/marketers.
Parents and children
If the person about whom we are holding information is below 14, then we will need to seek consent from the parent or legal guardian. Once the person reaches 14, we will seek consent from them.
Subject access/user rights
As a user, you are subject to the following rights:
The right to be informed of the use of your Personal Data
The right to access and/or to require the correction or erasure of your Personal Data
The right to block and/or object to the processing of your Personal Data
The right to not be subject to any decision based solely on automated processing of your Personal Data
In limited circumstances, you may have the right to receive Personal Data in a format which may be transmitted to another entity.
You may seek to exercise any of these rights by updating your information online (where possible) or by sending
a written request to
We are working to protect your personal information that we hold, its confidentially, integrity and availability.
We review our information collection, storage and processing practices, including physical security measures, to guard against unauthorised access to systems
We restrict access to personal information to staff and contractors subject to strict contractual confidentiality obligations; staff/contractors may be disciplined or terminated, if they fail to meet these obligations
We have a Security Information Policy in place which defines the measures we take to protect your personal information. We use a combination of technology and procedures to ensure that our paper and computer systems are protected, monitored and are recoverable
We only use third party service providers where we are satisfied that they provide adequate security for your personal data
Compliance and cooperation with regulatory authorities
How to contact us
Our Data Protection Policies can be found on our website.
Should you have any queries please write to The Data Controller, Family Mediation Matters, 43 Cedar Road, Sutton, Surrey SM2 5DJ