If you aren't happy with a particular aspect of a service you have received from us, we would like to know about it. We are open to feedback at all times and we will be quick to admit mistakes and apologise when we have done something wrong.
Here are some examples of when to make a complaint:
- If you are not satisfied with a service we provide
- If we do not follow our policies and procedures
- If you are unhappy with the service provided by a member of staff or volunteer.
We welcome complaints and see them as an important element of feedback, enabling us to learn and be the best that we can be.
You can also send us your comments, compliments and suggestions too. Please email
Info@westsussexmind.org.
How to make a complaint
Stage one: informal - raising your complaint
Raise your complaint with the member of staff concerned or their senior worker/manager. Alternatively, you can email Info@westsussexmind.org. We will usually respond within seven working days.
Stage two: formal stage
If you’re unsatisfied after stage one, you can direct your complaint to a senior worker or manager. We will acknowledge it within three working days and aim to provide a written response within 15 working days.
Stage three: appeal
If you’re still unsatisfied, your complaint will be directed to a manager or senior manager who will acknowledge it within three working days.
If, following an appeal, you remain dissatisfied, you may wish to contact the Charity Commission, the Fundraising Regulator, Information Commissioner or another appropriate body depending on the nature of your complaint.