Anyone who wishes to make a complaint can contact Shropshire Mind by telephone (01743 368647), by letter or in person. The person making the complaint can contact the relevant member of staff, the Manager or the Chairperson.
All complaints will be acknowledged and anyone who complains will be assured that their right to complain will not affect their service at Shropshire Mind.
The complainant has the right to a friend or supporter to help them through the complaints procedure. If they do not know anyone who can help them then the Manager or a member of the Executive can appoint someone to assist. The Manager will monitor the progress of the complaint.
Informal or problem solving stage.
An informal discussion with the relevant Worker should be the first attempt to resolve the problem. A time limit (preferably no longer than one week) should be set in which to find a solution.
Second Stage
Discussions should be held between the complainant, the relevant member of staff and the Manager. A time limit of no longer than one week should be agreed in which to find a solution. The nature of the grievance will be defined and recorded. If not resolved the case should be referred to Stage Three.
Third Stage
The Manager will invite the person making the complaint, the relevant member of staff and any supporters to a meeting with two members of the Shropshire Mind Executive Committee. A response will be made within two weeks.
