A complaint is a verbal or written statement that something is unsatisfactory, unacceptable or a cause of resentment.
Bath Mind takes all complaints very seriously. Managing complaints fairly gives us feedback about the quality of services that we are delivering and allows us to improve those services whenever necessary.
It is important that people we support know how to complain if they are not happy with the service received. Bath Mind will make this policy available to anyone on request. It is also available on our website – www.bathmind.org.uk
We will listen carefully to any complaint and try to resolve the matter in a clear simple and direct manner that allows people to feel that any complaint has been given serious thought and has been properly dealt with.
The initial point of contact is the respective Service Manager. If the Office Manager is approached first, they will either redirect the complainant to the appropriate Service Manager or facilitate communication between the parties.
At this stage, we aim to resolve the issue promptly. Should the complainant remain dissatisfied, the matter may be escalated to Stage 2, involving the respective Service Director.
Refer the complaint in writing and send it to:
The Director of Operations at Bath Mind by post/email:-
Heleni Covary/Jeanette Sims
Director of Operations
Beauford House
8 – 9 Princes Street
Bath BA1 1HL
helenicovary@bathmind.org.uk
jeanettesims@bathmind.org.uk
If your complaint relates to our Business Development activities, please direct it in writing to the Director of Business Development at Bath Mind by post/email:
Hannah Roper
Director of Business Development
Beauford House
8 – 9 Princes Street
Bath BA1 1HL
If you find writing a letter difficult and there is no-one to help you, raise this immediately and Bath Mind will arrange appropriate support.
Within five working days, you will receive a written reply inviting you meeting, this can take place by phone, online or face to face with the Director of Operations/Director of Business Development to talk about the complaint and to try to resolve it. You can bring someone to support you at the meeting. There may be a note taker present at your meeting.
If your complaint is about the Director of Operations or Director of Business Development you will be invited to a phone, online or face to face meeting with the Chief Executive who will investigate your complaint with you.
If your complaint is about the Chief Executive you will be invited to a meeting with a trustee who will investigate your complaint with you.
If you are not happy after Stage 2, go to Stage 3.
Ask for your complaint to be dealt with by the Chief Executive Officer
They will meet with you and try to resolve your complaint.
If you are not happy after Stage 3, go to Stage 4.
You can ask the Chair of trustees to resolve your complaint which may include the involvement of an independent person, who has no connection with Bath Mind. If deemed appropriate, an independent person will arrange a meeting with you to facilitate a fair resolution of your complaint
The independent person’s decision is final.
As a charity serving our community we seek to ensure zero tolerance of harassment, discrimination, bullying and abuse and will respond promptly to any incidents of these.
We are committed to promoting equality and inclusion across all our roles—as an employer, service provider, and community partner. We expect all staff and service providers to be treated with respect by colleagues and clients alike.
Bath Mind has policies and guidance to support our Zero Tolerance approach towards any form of harassment, discrimination, bullying, or abuse towards our staff.
The presumption should be that a complaint is made in good faith. If Bath Mind becomes aware that the complaint is made with vexatious or malicious intent Bath Mind reserves the right to make a responsible decision and recommendation for further action on this basis.
 Internal concerns and complaints can be managed through the following:
