At AMS Mediation Services Ltd ("we", "our", "us"), your privacy and data security are of utmost importance. This policy outlines how we collect, use, store, and share your personal information, as well as how you can raise complaints. We are committed to upholding the principles of the Data Protection Act 2018 (DPA) and the UK General Data Protection Regulation (GDPR).

1. Information We Collect and Process

• We obtain and retain only the information necessary for your mediation case. This includes your name, contact details, and, where relevant, home address, date of birth, national insurance number, ethnicity, health and disability information, and financial details if provided by you directly.
• Details may also be recorded if you are referred to in mediation correspondence, and further information shared with your Mediator during the process is retained by them.
• All data is held securely, either in our client database or in Mediators' records, and treated with the strictest confidence.
• We collect technical data (such as IP address and device details), website usage information, and communication records from contact forms and appointment requests.
• We do not collect additional personal data via our website except through the “Contact us” form and appointment requests.

2. How We Use Your Information

• To provide and manage mediation services and respond to your enquiries.
• To communicate with you throughout the mediation process.
• To improve our services and website functionality.
• To comply with our legal and regulatory obligations.
• To recruit and support our network of Mediators.

3. Data Storage, Retention and Security

• We maintain robust technical and organisational measures to safeguard your information from unauthorised access or misuse.
• If mediation proceeds, your details are kept for two years after your case concludes, with digital copies retained for up to six years. If mediation does not commence, information is stored for 12 months post-case closure. All data is securely and permanently destroyed after these periods.
• Data may be shared with trusted third-party providers who assist in service delivery, under strict confidentiality agreements, or with regulatory bodies such as the Family Mediation Council if required for complaint investigation.
• We do not use your data for sales, marketing, or automated decision-making, nor do we pass your details to external parties for such purposes.

4. Your Data Protection Rights

Under data protection law, you have the right to:

1. Be informed about how your data is used
2. Access the data we hold about you (Subject Access Request)
3. Correct inaccurate or incomplete information
4. Request erasure of your data
5. Request restriction of processing
6. Data portability
7. Object to processing
8. Not be subject to solely automated decisions, including profiling
9. Withdraw consent at any time, where applicable

To make a Subject Access Request, clearly state “Subject Access Request”, specify which data you require (with relevant dates or search criteria), and indicate how you would like to receive the information. We may charge an admin fee for requests deemed manifestly unfounded or excessive, in line with ICO guidance, and will respond within a calendar month except in limited circumstances as advised by the ICO. If you believe any data we hold is incorrect or incomplete, you can ask for it to be rectified at any time.

5. Cookies and Website Links

• Our website uses cookies to monitor visitor numbers and site usage for analytics purposes. You can manage cookies through your browser settings.
• We may include links to external websites for information only. Our privacy policy does not extend to these sites, and we recommend reviewing their policies separately. We accept no responsibility for their content or data practices.

6. Data Sharing and Disclosure

• We do not share your information with external third parties without your prior consent, unless required by law, a court order, urgent safeguarding concerns, or if a crime is suspected.
• If a formal complaint is escalated, confidential mediation notes may be shared with the Family Mediation Council as the regulator.

7. Our GDPR Complaints Policy

We are dedicated to providing high-quality services and welcome feedback. If you have concerns about how we handle your personal data, you can make a complaint via:

• Emailing our customer service team
• Using our online contact form with “Complaint” as the subject
• Writing to our head office
• Phoning us during business hours

Please include your full name, contact details, relevant case information, a clear description of your concern, and any supporting documentation. We will acknowledge your complaint within two working days, investigate thoroughly, and aim to provide a full response within ten working days. If more time is needed, we will keep you informed. If you are not satisfied with our response, you may escalate the matter to senior management.

Should you have a complaint regarding your Mediator, or the service received whilst managing your case, please refer to the Terms & Conditions sent at the start of your case, or contact the office if the first instance so that we can better direct you to the relevant complaint procedure. All complaints are handled confidentially and only shared with those involved in resolution. We use complaint feedback to improve our services and processes.

8. Contacting Us and the ICO

AMS Mediation Services Ltd is registered as a Data Controller with the ICO (registration number: ZB376258). If you wish to exercise your data rights or submit a privacy complaint, please contact us as outlined above. Should you remain dissatisfied, you may contact the Information Commissioner’s Office at www.ico.org.uk or by telephoning 0303 123 1113.

If you have any questions about this policy or wish to exercise your rights, do not hesitate to contact us.