Complaints Policy

Bristol Mind supports hundreds of people each year and aims to provide the best possible service.

We know that sometimes things go wrong or you may be unhappy with the service you receive. If this happens, we want to hear from you.

Your feedback helps us understand what went wrong, put things right where we can, and improve our services.

How can I make a complaint?

Informal complaint

If you feel comfortable, you can first speak to the staff member, counsellor or volunteer involved. They may be able to resolve the issue quickly.

If you do not feel able to do this, or the issue cannot be resolved, please contact the Chief Executive Officer (CEO).

If your complaint is about the CEO, please contact the Chair of Trustees.

We encourage informal complaints to be made within 3 months of the incident or of becoming aware of the issue.

Formal complaint

You can make a formal complaint if you are unhappy with the outcome of an informal complaint, or if you would prefer to make a formal complaint straight away.

Please contact us within 12 months of the incident or becoming aware of the issue.

Bristol Mind
48 Fairfax Street
Bristol BS1 3BL
Telephone: 0117 980 0370
Email: [email protected]

You can make your complaint by phone, email or letter. You do not have to make it in writing. If you need help making your complaint, we can offer support from someone who is not involved in the matter.

What happens next?

We will acknowledge your formal complaint within 5 working days.

A suitable senior member of staff, or a Trustee where appropriate, will investigate your complaint. They may speak to you and others involved to understand what happened.

You will receive a written response explaining the outcome, including any action we will take to put things right or improve our services.

If a staff member or volunteer has behaved improperly, any disciplinary action will be handled separately and confidentially.

We use complaints to learn and improve. Upheld complaints are reviewed by the Bristol Mind Board of Trustees, with actions agreed where necessary.

What if I am unhappy with the outcome?

You can appeal by writing to the Chair of the Board of Trustees, explaining why you are unhappy with the outcome and what you would like to happen.

An Appeals Panel of three Trustees who were not involved in the original investigation will review the complaint.

We will write to you with the appeal decision within 20 working days.

External organisations

If you remain dissatisfied, you may be able to contact an appropriate external organisation, depending on the nature of your complaint. This could include the Charity Commission, Health and Safety Executive, Information Commissioner’s Office or Local Authority.

You can also contact Mind, but please note that Bristol Mind is a separate charity from Mind, so Mind has limited powers to resolve complaints about Bristol Mind.

We are here to listen

Making a complaint will not affect your ability to use Bristol Mind’s services.

If you are unsure whether you have a complaint or simply want to raise a concern, please contact us.

Bristol Mind
48 Fairfax Street, Bristol BS1 3BL
0117 980 0370
[email protected]