Lancashire Mind Policies

Compliments & Complaints

We value your feedback on all aspects of our work, this will help us to monitor how well our services are helping you and improve what we do.

Whether you wish to praise our work or want to tell us that something has not gone well, the more feedback we receive, the better we are able to evaluate and improve our work.

Compliments, comments and complaints are reviewed regularly by Lancashire Mind’s senior management team and board of trustees, who will use your feedback to develop and improve services.

You can provide feedback about our work by:

• speaking directly to a member of staff
• calling the Lancashire Mind office on 01257 231660
• emailing admin@lancashiremind.org.uk
• submitting a message via our online contact form

Complaints

If you wish to raise a complaint about Lancashire Mind or one of our services, you can do this by:

• contacting the person who provided the service
• emailing complaints@lancashiremind.org.uk
• writing to us at Lancashire Mind, 80-82 Devonshire Road, Chorley, PR7 2DR

Please tell us what happened, who was involved and what you would like us to do to resolve your complaint. We aim to deal the complaint at the first point of contact, but this may not always be possible. In all cases, a written response will be provided within 10 working days.

How we use your data

To ensure we can learn from compliments, comments and complaints, the following data will be collected:

• Date of compliment/complaint
• Name and contact details
• Nature of the compliment/complaint
• Name of staff member investigating the complaint
• Action(s) taken and/or recommendation made in response to the compliment/complaint
• Date of response to a complaint

Any personal data captured during this process is handled in line with Lancashire Mind’s Data Protection Policy (link). Data is retained for seven years following receipt of a compliment or closure of a complaint, after which it is securely destroyed.

Whistleblowing

A whistle-blower is a term used for a person who works in, or for, an organisation, or is affiliated with an organisation e.g. a trustee, non-executive director, volunteer or someone belonging to a partner organisation, and raises an honest and reasonable concern about a possible fraud, crime, danger, safeguarding concern or other serious risk that could threaten colleagues, people who use our services, or the financial stability and reputation of the organisation.

At Lancashire Mind, we want to make sure that we are providing excellent service to the people of Lancashire. Our staff, trustees, volunteers and contractors have an important role to play in achieving this goal and we expect everyone to be committed to our high standards of service.

Lancashire Mind understands that there are always risks that something may go wrong or that someone may ignore our policies, procedures or the law, resulting in serious consequences.  If you are concerned that someone, such as a member of staff, has acted inappropriately, you should report your concerns as soon as possible.

Lancashire Mind wants employees to feel that it is safe and acceptable to raise concerns so that they can investigate and take action as soon as possible. If you raise a genuine concern under Lancashire Mind’s Whistleblowing Policy, you will not be at risk of losing your job or suffering any detriment (such as a reprisal or victimisation). Provided you are acting in good faith (effectively this means honestly), it does not matter if you are mistaken or if there is an innocent explanation for your concerns.

If you wish to raise a whistleblowing concern, please see the Whistleblowing Policy