Complaints Policy

Individuals will be encouraged to resolve matters at the first opportunity as early as possible with the person/people concerned.

Complaints may be given verbally or in writing.  If a complaint is made verbally, the staff member receiving the complaint should note it in the incidents book.  This can be found in each of the MiMH’s centres/offices.  Action taken, including dates, should also be recorded.

The staff member receiving the complaint should offer the option of a meeting, where the complaint can be explored.  Many complaints can be resolved in this way.  If the complaint is not resolved, an investigation should take place, by an appropriate member of staff as designated by the Chief Executive Officer. If we are unable to resolve this dispute an external mediator would be sought.

A written response will be made to written complaints within 14 days of the investigation; the person responding to this complaint would be designated by the Chief Executive Officer.

If the complainant is not satisfied with the response, or the action taken, this will be recorded and the Chair of the Trustee Board notified.  This notification will be acknowledged within 10 working days.

The chairperson or their deputy will then appoint a member of the Trustee board to investigate the handling of the complaint, and a report will be prepared with recommendations to the Chair.

The Chair will then arrange for any necessary actions to be taken.  This might include a further meeting with nominated members of the Trustee Board.  The complainant will be informed in writing of the outcome within 1 month from receipt of the written complaint.

Any decision by the Chair is final and binding.

This is a sensitive issue and Mind in Mid Herts will aim to ensure that all involved will be supported in the most appropriate way. Staff may be supported through their line manager or a colleague.  If the complaint is found to be of a serious nature, the disciplinary policy may be used.

If the complaint is found to be unjustified, a view will be taken by the Chief Executive Officer as to the appropriateness of that staff member continuing to work with a particular service user.

Complaints about the CEO can be made to the chair of the board of trustees; Paul Ronald (paul.ronald@mindinmidherts.org.uk).

Complaints about a board member can go to the Chair of trustees (paul.ronald@mindinmidherts.org.uk) or to Mind in Mid Herts Chief Executive Officer (sharn@mindinmidherts.org.uk). A complaint about the Chair should be reported to the Chief Executive Officer, who will then raise this with a group of board members.

If you are dissatisfied with Mind in Mid Hert’s complaints process, you can contact the Charity Commission, who will be able to advise on whether they may be able to assist in the matter. The Charity Commission can be contacted at: http://www.charitycommission.gov.uk/About_us/Contacting_us/default.aspx