Feedback drives improvement. Whether you have general comments to share on our services  or want to compliment one of our staff or services, we’d love to hear from you. Please reach out to us at [email protected] . Your messages will be directed to the appropriate staff members.

Anyone dissatisfied with our services is entitled to file a complaint.

We aim to resolve most concerns as they arise. For more substantial concerns or complaints, we have a policy designed to ensure an efficient, fair, and prompt resolution.

We are committed to conducting thorough and unbiased investigations into any concerns or issues raised. We guarantee transparency and a timely response to address matters appropriately.

Complaints can also be made on behalf of someone else under specific circumstances, such as:

• you have delegated authority to do so

• the complainant is a child or is physically or mentally unable to do so themselves
• the complainant has died or you have written consent

Complaints should be made as soon as possible adter discovering the concern.

If you have a complaint, we encourage you to first try to resolve the issue informally by discussing it directly with the staff member or volunteer involved. If the complaint is about a staff member or volunteer, you may address it to the Service Manager or Team Leader. For complaints involving a Service Manager, you should discuss the matter with the CEO.

This informal discussion should take place within 5 working days of your request. The aim is to collaboratively and constructively address your concerns. If the issue remains unresolved after the discussion, you have the option to escalate to a formal complaint.

If you have a complaint about any aspect of the service we provide, we encourage you to first try to resolve the issue informally by discussing it with the staff member or volunteer directly involved. If the complaint remains unresolved or if you prefer to escalate the matter, please contact the relevant Service Manager in writing or by telephone, providing specific details and examples of your complaint. You can outline any steps you’ve taken to address the matter. The Service Manager will arrange for another manager to investigate and respond to your complaint within 28 days of receiving your complaint.

A letter of acknowledgment will be sent to you, including a summary of the complaint and the date by which you can dispute the content of the summary. A meeting will be arranged with the manager investigating your complaint, and you are welcome to be accompanied by a friend, family member, or advocate at any stage of the process.

All formal complaints are recorded in our complaints log and anonymised details are reported to the Board of Trustees and funders.

Complainants are welcome to be accompanied by a friend or advocate at all stages of the formal or informal complaints process. All formal complaints are reported to the Board of Trustees.

If you are dissatisfied with the handling or outcome of your formal complaint, you can submit a written appeal to the Chair of the Board of Trustees. The appeal should explain your concerns and must be made within three months of receiving the initial response. You will be invited to attend a meeting with senior management within 15 working days of your appeal being received to discuss your concerns. The Chair of the Board of Trustees, or the Vice-Chair if the Chair is unavailable, will review how your complaint was handled and respond in writing within 15 working days of the meeting.

This decision will be the final internal response. If you are still dissatisfied, you may approach external bodies such as the relevant Housing Association, Westminster City Council, Wandsworth Council, Brent Council, National Mind, or the Charity Commission.

If you have any other questions, please contact [email protected]

West Central London Mind
23 Monck St,
London,
SW1P 2AE
020 7259 8100