How to make a complaint

To make a complaint, you can contact us or contact the service directly. 

It’s important to know that every public mental health service must have a process to help you speak up and raise your concerns.

When you contact us, we will talk to you about the options that are available for resolving your concerns.

We are accessible

We can receive and respond to complaints in any language through interpreters. We will arrange an interpreter at no cost to you when needed.

If you are Deaf or have hearing or speech support needs, please contact us through the National Relay Service or email us. We can arrange an appointment or Skype call with an interpreter at no cost to you. 

What happens when I make a complaint? 

When you contact us, we will listen to your concerns.

We will talk to you about the options that are available for resolving your complaint.

For example, we can:

  • help you raise your concerns directly with the service 
  • work with you and the service to help resolve your concerns
  • discuss other options, if we are unable to take your complaint.

We will ask you:

  • your name and contact details
  • what your complaint is about
  • who is involved
  • what you would like to happen next.

In most cases, we need this information to help resolve your complaint, but if you have any concerns about sharing this information with us, please let us know.

We will work with you and the service to address your concerns, to safeguard your rights, and to make improvements.

Read more about our approach to resolving complaints here.