Complaints Procedure
We always value feedback from people accessing our services as this helps us to plan and improve the services we provide. We recognise that sometimes things do go wrong and there is always room for us to improve our services. We want to learn from comments and complaints about our services.
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.
If you would like some help to make a complaint, or you would like someone to make a complaint for you, like a family member, friend or advocate, please let us know and we will help you to get the support you need.
We guarantee that you will not be treated unfairly as a result of making a complaint.
Informal complaints
In the first instance, please speak with a member of staff or call us on 02037 273600 to tell us about your experience. We believe that many problems can be resolved informally in this way. If you are not happy with the response, you can make a formal complaint.
Formal complaints
If you feel as though the issue has not been addressed or if your complaint is of a serious nature then please make a formal complaint:
Making a Complaint
- Send Your Complaint: If you have a complaint, please write it down and send it to the Service Manager at Hertfordshire Mind Network, 501 St Albans Road, Watford, WD24 7RZ, or email it to [email protected]. Let us know what outcome you’re hoping for. If you’re unable to write, call us on 02037 273600, and we’ll be happy to help.
- Acknowledgement: We’ll send you a letter or email to confirm we’ve received your complaint and to make sure we’ve understood it correctly.
- Confirm the Details: Please let us know within 28 days if the summary we’ve sent is correct or if any changes are needed. Once we agree on this, we’ll move forward with the next steps.
- Meeting with the Investigator: Once the details are confirmed, we’ll arrange a meeting with the investigator. You’re welcome to bring someone to support you, but they can’t be involved in the complaint itself. Meetings can be held in person or via Teams.
- Our Response: The investigator may speak with others involved to gather information. We’ll aim to provide you with a written response within 28 days of the meeting.
Making an Appeal
- Ask for a Review by a Senior Manager or Chief Executive: If you’re not satisfied with the response, you can request a review by the Senior Management Team (SMT) or the Chief Executive. Please write to the Service Manager within 14 days of receiving the response. You may be invited to a meeting, and we’ll provide a reply within 28 days of this.
- Request a Review by the Board of Trustees: If you’re still unhappy, you can ask the Board of Trustees to review the complaint. Simply write to the Service Manager within 14 days of receiving the review response.
- Trustee Review: The Board will appoint two or more Trustees to look into the complaint. They may meet with people involved and aim to provide a decision within 28 days. The Chair of the Board will also be informed.
Contact details:
Tel:Â 02037 273600
Address: 501 St Albans Road, Watford, Herts, WD24 7RZÂ
Email: [email protected]
Web:Â Contact Us