Compliment and Complaint Process

If you would like to make a compliment or complaint about any aspect of our service, please email: info@children-in-mind.co.uk. 

The service can receive informal and formal complaints. The service operates an ethos of learning and improvement, and sharing knowledge and situational issues wider if it would benefit services locally, regionally, and nationally. We will acknowledge your complaint in writing within 3 working days and outline our processes once we have reviewed your complaint.

You will be informed and consulted with regarding any wider sharing and communications. The service treats complaints seriously and with compassion. Your complaint will be directed to the most appropriate person to lead, action, investigate and try to resolve and find solutions to issues you have raised. The service operates an approachable and flexible response to complaints as we want all people accessing the service to receive the care and treatment most appropriate to their presenting difficulties. If you need communications in specific formats, we will accommodate this. Your safety and welfare will be a high priority throughout this process.

The service will try and find a resolution to the complaint to put things right and a review of the care and treatment will be undertaken in reference to the complaint. You will be informed and consulted throughout the process, and we will have regular contact via email and phone calls.

We can provide alternative methods to discuss your complaint, virtual meeting, face to face meeting or over the telephone. We welcome representatives to attend your meetings if you would like to do so.

If we feel your complaint is a breach of the professional code of conduct, the service will escalate this formally with professional governing bodies and in some situations, we may appoint an external investigator.

Where there are areas for learning and improvement, we will develop an action with SMART objectives, which is task specific with allocated tasks which has oversight by a designated person.

The action plan will be monitored routinely, and will be followed up in 4 weeks, 12 weeks, and 6 months once the action has been completed for assurance and implementation of learning and improvement. This will ensure the actions have been embedded and have led to improvements in operational and clinical practice.

All complaints will be registered on our complaints dashboard which are routinely audited.

These Terms are governed by English law. This means that any dispute or claim arising out of it will be governed by English law and the courts in England and Wales will have exclusive jurisdiction over it.