Making a Complaint

Bristol Mind welcomes feedback.  If you wish to make a complaint, you are welcome to download our Complaints Policy, at the bottom of this page.

How to make a complaint

Bristol Mind strives to offer high quality services to all individuals and groups who make use of its services.  We also aim to constantly improve services provided and for this reason complaints and compliments are valued equally.

Bristol Mind’s complaints policy outlines the principles and procedures applied when someone who uses or has contact with Bristol Mind’s services makes a complaint.

If you would like to make a complaint please use the following procedure

Stage 1      Informal Complaint: 

You can do this by contacting the person directly, or their manager and discussing the issue.  However, if you don’t feel comfortable doing this you can email the CEO at
The manager of the service may be asked to help resolve the complaint informally.

Stage 2    A formal complaint in writing should be sent as follows:
  • A complaint against a member of staff or volunteer: to the CEO
  • Complaint against the CEO: to the Chair of Trustees.
  • Complaint against a Trustee: to the Chair
  • Complaint against the Chair: to the CEO, for the attention of the trustees.

The person who receives the complaint will carry out an investigation, or where appropriate, appoint someone else to do so.

Please see our Complaints Policy and Procedure for further details.