Art work from our Services Users describing things that promote their Wellbeing
Comments, Compliments and Complaints
If you have any comments, complaints or compliments about our service, these guidelines outline the procedure to follow.
We want to hear how you feel about our services and any suggestions that will help us to improve the quality or even change the service.
We also want to hear the good things about the services we provide so we know which of these are satisfactory. These can be sent to the manager of the particular service or to the Chief Executive.
We can help you to access independent support if you need an advocate and your complaint concerns our advocacy services.
How to make a Comment or Compliment.
Rochdale and District Mind values all comments and compliments we use
this feedback to continually assess the quality of our work. To make a comment or compliment you can email management@rochdalemind.org.uk
Post to Rochdale and District Mind
The Mind Wellbeing Centre
3-11 Drake Street
Rochdale
OL16 1RE
You can also pass on comments and compliments at all our projects by filling out comments slip.
These comment slips are located at Rochdale, Middleton and Heywood Compleat projects and in the reception area of the Mind Wellbeing Centre.
What is a Complaint?
A complaint is where you are unhappy with a service you have received
You consider we have not done something that we should have
You are unhappy with the way you have been treated.
How to Complain?
Speak to a member of staff from the service you have been dealing with and tell them about your complaint. Many complaints can be sorted out informally in this way, and more satisfaction gained if the complaint is dealt with as soon as possible and within the area that the problem has occurred.
Following your complaint
A member of staff will look into your complaint and may contact you for further information. Once we have looked into your complaint we will write to you to tell you our response.
Responding to your complaint
Where possible we will provide you with a response within 10 working days. If this is not possible we will write to you within 10 working days to acknowledge your complaint. We will also tell you when you can expect a final response (this should be within 28 days of the date of your complaint).
Not happy with our response
If you are not satisfied with the response you have been given you can use this complaints procedures by:
- Writing to the Manager of the Service
- Asking to speak to the Manager of the service
- By telephone to the Manager of the service
- By email to the Manager of the Service.
If you are still not satisfied with the response you have been given you can use the next stage of the complaints procedure by:
- Writing to the Chief Executive
- By telephone on 01706 752333
- By email – management@rochdalemind.org.uk
The Chief Executive who will arrange for your complaint to be looked at again.
A copy of the Complaints Procedure is available on request.
Formal investigations may take some time. However, we will keep you informed of progress and agree a timescale for responding to your complaint with you.
Complaints Leaflet