Making a complaint

If you are unhappy with any aspect of our services, staff, volunteers or activities, you can make a complaint.

You can make a complaint yourself or on behalf of someone else, where you have their consent or appropriate authority.

Complaints should normally be made within 12 months of the issue arising or becoming known.

You can make a complaint by:

  • Speaking to a member of staff
  • Contacting the relevant service manager
  • Emailing: complaints@mindthnr.org.uk
  • Writing to:
    Mind Tower Hamlets, Newham and Redbridge
     Open House, 13 Whitethorn Street
     London, E3 4DA

Support can be provided if you need help to make a complaint.

How we handle complaints

Stage 1: Raising a complaint

You should first raise your complaint with the member of staff responsible for your service, or their line manager. We will make every effort to resolve the issue as quickly as possible. Where this is not immediately possible, we aim to resolve complaints at this stage within 15 working days.

Stage 2: Formal investigation

If your complaint is not resolved at Stage 1, it will be considered at a formal stage.

Your complaint will be reviewed and investigated by a senior manager. This may include meeting with you to better understand your concerns and explore how to resolve them.

We aim to:

  • Acknowledge your complaint within 10 working days
  • Provide a full written response within 30 working days

If we are unable to meet this timescale, we will inform you and agree a revised timeframe.

If your complaint is about the Chief Executive, it will be considered by Trustees.

Stage 3: Review by the Chief Executive

If you remain dissatisfied with the outcome at Stage 2, you can request a review by the Chief Executive.

We aim to:

  • Acknowledge your request within 15 working days
  • Provide a written response within 30 working days

Stage 4: Appeal to the Board of Trustees

If you remain dissatisfied following the Chief Executive’s review, you may appeal to the Board of Trustees.

You will need to submit your request in writing. We will:

  • Acknowledge your request within 15 working days
  • Inform you of when your complaint will be reviewed
  • Provide a written response within 30 days of the Board meeting

The decision at this stage is final.

External options

If you remain dissatisfied after completing our complaints process, you may contact your Local Authority complaints team or other relevant external bodies.

Our staff can help you find the appropriate contact details if needed.

 

Our commitment

We will:

  • Treat your complaint seriously and respectfully
  • Handle it fairly, openly and without judgement
  • Keep you informed throughout the process
  • Use what we learn to improve our services

Making a complaint will not affect the support you receive.