Mind in Kingston

Compliment, Comments and Complaints

We really welcome comments, compliments and feedback from anyone that has used or come into contact with our services.
Feedback help us evaluate the services we provide, assess what works well, what needs to be improved and identify any gaps. All comments, whether positive or negative are welcome.

Speak to a member of staff or contact us at the office to talk to us—see our staff contact details by clicking here.


You can also raise a formal complaint. Tell us about your concerns providing as much detail as you can and include any evidence or statements. This will help us to investigate the matter properly.

You can send it to the Executive Administrator to:
Mind in Kingston, Siddeley House, 50 Canbury Park Road, Kingston upon Thames, KT2 6LX.

What happens next?

When we receive your complaint, we will appoint someone to investigate; this will be a manager or the CEO, or if your complaint is about the management, the Trustees will investigate.

You will receive acknowledgement of your complaint within 5 working days, and we aim to write back with the outcome of the investigation and any findings within 28 days. If we need to extend this time, for instance if there is a lot of evidence or it concerns a complex issue, we will contact you and let you know. 

We will write to you to let you know of the outcome, and what actions (if any) we will undertake. Our aim is to learn from any issues and ensure that steps are taken to address problems safely and apappropriately. 

If you are unhappy with the outcome you can appeal the decision by writing to the CEO (Rianne Eimers) or the Chair of the Trustees. They will review the complaint, the evidence and any other relevant information and will write to you with the outcome of their review. 

This is the final stage in the complaints process.

Your Personal Details

Your personal details will be processed in line with our General Data Protection Regulations policy, details of which can be found via the link below.

Your data will be stored securely either on our secure servers, or in a locked cabinet and we will not share your data with anyone else, unless we have received your permission to do so.

Complaints data is kept for 1 year to ensure that any recommendations are implemented and their effectiveness can be reviewed. 

For further information about how we process our data, you can view our GDPR Policy for Beneficiaries here.

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