how to make a complaint

If you are unsatisfied with resolve, maybe an action we have taken or an action we’ve failed to take, we want to hear from you.

Complaints help us to learn and give us the opportunity to improve the quality of our services. They can be from people who are directly using our services, their families, friends and carers.

You can make a complaint in person, by phone, by letter or email.

If you need support to make a complaint

Let us know what support you need. We want to ensure you are heard and can provide support from a member of staff, arrange translation or IT aids as necessary to enable you to make a complaint.

What you can expect

We will ask for some details about your complaint - try to be as detailed as possible, this will help us to respond to your complaint more accurately.

We will also ask you what you would like to happen next. We will ask you for some personal information but if you would like to remain anonymous, we will respect this.

We will whenever possible, aim to resolve your complaint immediately. However, if we need to make further enquiries we will explain what will happen next and  you will receive a response within 5 working days.

If we are unable to resolve your complaint within five working days we will explain why and tell you when we will be in touch - this will not  take longer than another 5 working days.

What to do if you are unsatisified with the response?

Your complaint will be moved onto Stage 2 by telling us that you are unsatisfied with the response.

The Chief Executive  of Health in Mind or Depute Chief Executive will then look into your complaint and the way that it was handled and will acknowledge your complaint within 3 working days.

You will receive a decision within 20 working days unless there’s a clear reason for needing more time. This is 20 working days from the date your complaint was moved to Stage 2.

If your complaint is complex or needs more detailed investigation, we may look at your complaint immediately at Stage 2 without going through Stage 1.

If you want further information please contact us for a copy of our complaints handling procedure.

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