Our Policies
Complaints and Compliments Policy and Procedure
1. Policy Statement
Mid and North East Essex Mind is committed to ensuring that its work is of the highest quality. We believe that through effective management and investigation of comments, compliments and complaints we can identify learning to achieve high quality work and continuous improvement as an organisation.
The following principles underpin our approach to handling comments, compliments and complaints regarding our services and fundraising activities:-
• we recognise that comments, compliments and complaints are an important part of client and customer feedback
• the procedure is fair, easy and as transparent as possible
• the process is accessible to all
• making a complaint will not harm or prejudice the service that is given to the
• complainant
• concerns and complaints are dealt with efficiently, appropriately and are investigated within the agreed time frame
• complainants are treated with respect and courtesy and receive appropriate support throughout the handling of the complaint
• complainants receive a timely and appropriate response, identifying the outcome of any investigation
• action is taken where necessary in the light of the outcome of the complaint. This might include an explanation or an apology and if relevant and appropriate, information on any action taken
• learning from complaints will be used to improve our work and drive forward a culture of continuous improvement
• every effort will be made to ensure anyone making a complaint understands the outcome of their complaint.
If you have positive comments about our work or how we have helped you, please email feedback@mnessexmind.org so we can track that feedback and act on it where necessary.
2. Procedure
How to Make a Complaint
To make an initial complaint (Stage 1), please speak to or email the individual(s) concerned or their line manager and we will endeavour to satisfy your complaint and let you know of any remedial action that is to be taken.
If you don’t know who to contact or do not wish to contact the individual involved, please email enquiries@mnessexmind.org.
If you wish to make a complaint please email feedback@mnessexmind.org. If you have a complaint about the CEO please email the Chair of Trustees at chair@mnessexmind.org. If you have a complaint about the Chair of Trustees please email or call the CEO.
If you have a complaint about Mid and North East Essex Mind fundraising activities please e mail feedback@mnessexmind.org. Information about how we collect, use and store your personal information (this means any information that identifies or could identify you) can be found in our privacy policy on our website Privacy Policy | MN Essex Mind.
All complaints will be acknowledged within three working days from the date the complaint is received. We will send details of what will happen next and how to access support which may be available to you, such as an interpreter or advocate.
In order for us to resolve your issue to the best of our ability, please include as much detail as possible regarding your complaint, including any relevant communications or documentation. There are three stages to the Mid and North East Essex Mind complaints procedure.
Informal
In most cases a complaint will be resolved at the time by the person receiving the complaint. If this is not possible the complaint will be escalated to a manager. Examples include complaints which:
• cannot be resolved at the time by the team member
• relate to poor practice or professional misconduct by a worker or volunteer
• relate to shortcomings in the service provided.
Stage 1
The manager will acknowledge the complaint in writing or by email within five days and provide you with a copy of the Complaints Policy. The complaint will then be investigated and where possible resolved. You will receive a written response within 28 days of the complaint being raised. If you are not satisfied with the response, you are entitled to appeal by responding in writing or by email within 14 days. Upon receipt of an appeal the complaint will be referred to Stage 2.
Stage 2
The complaint will be passed to an appropriate manager for review and further investigation. A written acknowledgement will be sent to you within seven days with an outline of the process that will be undertaken and who will be involved.
The complaint will be independently investigated you will receive a written response from the manager within 28 days. The outcome of the complaint will be reported to the Senior Leadership Team. If you are still not satisfied with the response you may appeal in writing or by email within 14 days. Upon receipt of your appeal the complaint will be referred to Stage 3.
Stage 3
At stage 3 the complaint will be passed to a member of the Senior Leadership Team for review and further investigation. You will receive a written acknowledgement within 14 days with an outline of the process that will be undertaken and who will be involved.
The complaint will be re-investigated and a response provided in writing from the investigating manager within 28 days. The outcome of the complaint will be reported to the CEO and to the Board of Trustees. If the CEO decides that the complaint has been fairly settled or that the complaint is lacking in merit or substance the complaint may be dismissed and you will receive a written response advising you of the reasons for the decision.
3.The Role of the Board of Trustees
If the complaint is about the CEO the complaint will be passed directly to a member of the Board of Trustees. If the complaint is about the Chair, the complaint will be passed to the Vice Chair. Investigation by a Trustee will follow the same process as outlined above and the outcome reported to the Chair of Trustees or Vice Chair. If at the end of this process the complaint is still not resolved the Trustee will make a report to the Board of Trustees and they will consider if any further action is necessary including a report to national Mind and/or the Charity Commission. Trustees review complaints and compliments quarterly to identify any trends or improvements actions.
4. Stage 4 – Referral to external bodies
Should the individual remain dissatisfied with the outcome they may be able to refer the matter to a relevant external and independent body. Depending on the nature of the feedback, this could be the Charity Commission, Health and Safety Executive, Information Commissioners Office, The Fundraising Regulator, NHS or Local Authority. Wherever possible, the appeal outcome letter will provide details about which external bodies can be contacted and how. The individual may also contact Mind about the matter. However, it should be noted that Mid and North East Essex Mind is a separate organisation and charity from Mind. Mind therefore has limited powers to resolve feedback related to Mid and North east Essex Mind.
5. Records of Complaints and Confidentiality
Please be aware that as part of our commitment to quality standards and in line with data protection requirements details of complaints will be shared only with those who need the information to investigate, resolve or report the complaint.
Written records of all complaints are kept and stored confidentially for a minimum of seven years. They will then be disposed of confidentially. There may be exceptions to this where there are specific contractual or legal requirements for keeping records, or where we have to share details with statutory authorities. Please ask us about this if you have any concerns.
6. Compliments and feedback
Compliments and feedback are always welcome. With your permission we would like to be able to share your compliments anonymously for use in our marketing materials and with our commissioners.
7. Contact Details
Please send complaints, feedback or compliments by email to feedback@mnessexmind.org or call us on 01206 764600 and we will be able to advise you further. Or if you prefer you can write to us at the address below:
Complaints and Compliments (Services /General)
Paula Reece
Head of Operations
Mid and North East Essex Mind
The Constantine Centre,
272A Mersea Road
Colchester
Essex
CO2 8QZ