We always value feedback from people accessing our services as this helps us to plan and improve the services we provide.

Anyone who uses our services can make a complaint about that service using the following procedure. We see complaints as a means of helping us improve our services and monitor all complaints to help us make changes and to ensure services are running to the highest standards.

We want to learn from comments and complaints about our services. In the first instance, please speak with a member of staff. If you are not happy with the response, you can make a formal complaint.

If you are unhappy or dissatisfied with any of services, please discuss in the first instance with our Services Manager. They will be able to provide you with a full copy of our complaints procedure. We believe that many problems can be resolved in this way.

You can ask someone you know to support you with making a complaint.

Complaining will not affect the support provided by us in any way.

Formal process

If you feel as though the issue has not been addressed after speaking with a manager, please put your concerns in writing to the Head of Services.

Once you have done this the process detailed below will be followed:

  • The matter will be investigated and you will receive a written response with the outcome of the investigation within 15 working days of the complaint being received.

All complaints are recorded and monitored within our Corrective and Preventative Action Procedure (CAPA) form as part of the organisation’s adherence to the Quality Assurance system ISO9001.

  • Following the outcome of the investigation you have a right to appeal. Any appeal will be addressed by the Chief Executive and a decision passed to the complainant within 5 working days.

How to contact us

You can also contact us by post at: 139 Leighton Buzzard Road, Hemel Hempstead, HP1 1HN

Alternatively, you can use the methods listed below to contact us or fill in the contact form on our website:

Tel: 02037 273600

Email: [email protected]

Website: www.hertfordshiremind.org/forms/get-in-touch