Shropshire Mind Complaints Policy

Shropshire Mind wants to provide the best possible service for all its service users. However, we acknowledge that sometimes mistakes happen or problems occur. We need to know about these so that we can learn from them and hopefully stop them happening again.

Shropshire Mind wants to provide good quality support to people with mental health problems. We strongly encourage you to let us know if you are not happy about any aspect of any of the services we offer.

If anyone has a grievance relating to activities at Shropshire Mind, it should be the aim of everyone involved to settle any difficulties, as soon as possible, at the lowest level. A person who makes a complaint may be accompanied by a friend or supporter at all stages of the procedure.

Making a Complaint

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.