How will Rethink Mental Illness deal with my complaint?

Rethink Mental Illness wants to deal with your complaint quickly and effectively. We will try to resolve it at a local level.

Stage 1 complaints fall into three categories:

Simple complaints at stage 1

Staff within the service will deal with simple complaints at stage 1. These complaints may be related to lateness or failure to do something on time.

Complex complaints at stage 1

This category of complaint will be dealt with by the Services Manager. These complaints may be related to a failure in our duty of care or staff attitude.

Serious complaints at stage 1

These complaints will be fully investigated by Area Managers. These complaints raise issues of misconduct or breaches in health and safety.

If you are not satisfied with how Rethink Mental Illness has dealt with your complaint or the response you have received, you have the right to appeal to the Regional Manager. You can contact the Regional Manager in writing or verbally.

The Regional Manager will review the information gathered at stage 1. In some circumstances they may appoint an investigating officer to undertake further investigation.

The Regional Manager will confirm the contents of the report and pass onto the Chief Executive. The Chief Executive will review the summary report and respond to you.

Stage 1

Complaint received

Your complaint will be acknowledged within 5 days of being received. Staff or the Service Manager will try to resolve your complaint within 14 days. In the case of more complex or serious complaints this may take longer. You will be informed if this happens. If you are happy with how the Service has dealt with your complaint, it will be closed.

Stage 2

If you are not happy with how your complaint has been dealt with and the response you received, you can appeal. To request an appeal you need to contact the Regional Manager. You can do this in writing or verbally. You need to do this within 14 days. The Regional Manager will review the information and may possibly carry out a further investigation. They will do this within 28 days. A summary report will be completed and sent to the Chief Executive. The Chief Executive will respond to you within 14 days.

This is the final stage of the Rethink Mental Illness complaint process.