Comments, Compliments, Complaints

We want to provide a high quality service. Your feedback helps us to improve our services.

The Thurrock & Brentwood Mind Comments, Compliments & Complaints Policy & Procedure is available on request

How we will handle a complaint:

It you wish to complain in person or by telephone, we will aim to deal with your complaint there and then on an informal basis. It this is not possible, or you wish to pursue a formal complaint, please complete this feedback form.

We will acknowledge your complaint, and aim to respond within 10 working days from the date of acknowledgement of your complaint.

If the above time limit cannot be met we will keep you informed and provide the anticipated date of our full written response.

It, after receiving our response you remain dissatisfied, you should write/appeal to the Chief Executive Office or Deputy CEO

Any written responses will be actioned within 30 working days of receiving your appeal.

If the above time limit cannot be met we will once again keep you informed, providing an anticipated date for our full response.

Should your complaint relate to the CEO, please address this form for the attention of the Chair of the Board of Trustees making it private and confidential.

We aim to use the feedback we receive to improve our services.

You can use this leaflet to inform us of any comments, compliments or complaints you may have.

Comments
You may wish to share a suggestion or idea about how we can improve our services.
Compliments
You may wish to inform us of a service which has been beneficial to you, or a staff member who has been very helpful.
Complaints
You may want to complain if our level of service or a staff member has not met your expectations.

Support and Representation

You maybe represented by someone of your choice who will help you. We will ask you to give consent for them to do this. We can pro-vide details of an advocacy service provider.