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Complains Procedure We want you to know that we see a complaint as positive. A complaint can alert us to something we haven't noticed that we need to put right. You won't be discriminated against or victimised if you bring a complaint. Should you wish to complain, for any reason, we promise:
Step 1 - Speak to the person responsible for this project. This will usually be the project manager or, if not available, another member of staff. Your complaint will be responded to within 7 working days. Step 2 - If your problem remains unresolved, you should contact the Chief Executive to discuss the problem. The Chief Executive will endeavor to respond to your complaint within 7 working days. Step 3 - If the problem remains unresolved a meeting will be arranged to discuss the matter with a designated member of the Executive Committee. At this stage you can take an independent advocate to the meeting e.g. Assert, friend, relative. You should be contacted within 14 days regarding this. Step 4 - If agreement cannot be reached you can write to the manager at St John's Community Mental Health Centre, St John's Road Sevenoaks. At all stages we will report back to you to let you know what is happening. If the problem concerns one of the people you could approach in step 1-4, then one of the stages can be left out. |
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Sevenoaks Area Mind Tel:01732 459558 |