We have a complaints procedure to help us respond effectively to more serious concerns and complaints. It is easy to use, fair and helps us deal with complaints quickly. A member of staff will be able to give you a copy of this policy.
Who can Make a Complaint?
Anyone who is dissatisfied with South East and Central Essex Mind services, staff or volunteers can make a complaint, including external individuals and organisations. For example, you can make a complaint if you feel someone from South East and Central Essex Mind has treated you unfairly or failed to deliver agreed services.
Any complaint should be informally expressed initially with the person responsible or a more senior member of staff. They will listen to your concerns and address them within 2 weeks. If you are not satisfied with the response, you may make a formal complaint.
How to Make a Formal Complaint
Please contact the relevant Service Manager in writing or by telephone being specific and giving examples. Please explain the reasons for your complaint in as much detail as possible. Also describe any actions you have already taken to try to resolve the matter. The Service Manager will investigate the complaint fully. This is likely to involve meeting with you and other people involved. The Manager will reply to you in writing within 3 weeks, explaining the outcome of the investigation. Complainants are welcome to be accompanied by a friend or advocate at all stages of the formal complaint process. If you are unhappy about the outcome then you can submit an appeal. All formal complaints are reported to the Board of Trustees.