Andover Mind recognises the importance of confidentiality and data protection. All information collected about service users submitting complaints, complements, or feedback will be done in accordance with our data protection policy.
Giving us a compliment or general comments and feedback
If you have received good service from Andover Mind and would like to give us some positive feedback that will be shared with staff, volunteers, and trustees then please get in touch using the details below.
By post or in person:
Andover Mind
Westbrook Close
South Street
Andover
Hampshire
SP10 2BN
Call 01264 392 297 or email reception@andovermind.org.uk
Complaints
We know the people who use our services ahve a right to receive a quality service that meets their individual needs and we strive to meet exception, however, we’re only human, mistakes do sometimes happen, and every now and then someone may feel unhappy with the service that has been received. It’s important that your voice is heard, so we have a complaints procedure to make sure your concerns are address and we can learn from our inconsistencies and improve our service.
Submitting a complaint
If you would like to make an informal complaint, please do so in the first instance by speaking directly with your practitioner, advocate, or service provider at Andover Mind to access the contact details of a senior staff member within the organisation. We hope that we will be able to resolve your complaint with an open and respectful discussion.
If you are unhappy with the results of your informal complaint, you can escalate this to a formal complaint, full details of which can be obtained by calling 01264 332 297.
If you are unhappy with the response to your formal complaint, you are entitled to an additional review by the CEO of Andover Mind and subsequently an appeal to the review conducted by Andover Mind’s board of trustees. Please notify us of your wish to escalate your formal complaint as necessary.
