Mind in Kingston


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

If you want to make any comments or give feedback, you can contact us at info@mindinkingston.org.uk, or if you know the contact details of the person you would prefer to speak to, you can contact them direct.

You can also access our staff contact details by clicking here.


If you are not happy with the service you have received, we would encourage you to contact us as soon as possible so we can address any problems quickly. We want everyone using our service to have a positive experience, and we want to ensure that we can remedy any issues quickly. We want to use the complaints process to make changes and improvements and to implement any learning.

Informal Complaints

To make an informal complaint, you can speak to the person running the service you have used, or another member of staff you have had contact with before. 

You can also email the CEO Rianne Eimers at rianne@mindinkingston.org.uk and outline your concerns. Please include as much detail as possible. It will also help us to tell us what outcome you would expect.

We will investigate the matter and provide you with a response usually within 14 days. We would like to involve you where possible, so you can see first hand what changes are being made to improve the service or issue you contacted us about.

Formal Complaints

If we cannot resolve your complaint informally, we have a formal complaints procedure. To access the procedure, please click here, or contact the office on 020 8255 3939 to request a copy by post.

There are several steps for this procedure:

Step 1: please put your complain in writing, including as much evidence as possible and send this to our CEO (see below for name and address). If your complaint is about the CEO, then please address your letter to the Chair.

Step 2: we will acknowledge your letter within 7-14 working days, depending on the complexity of your complaint. We will allocate a person to oversee the complaints procedure (the Allocated Person) and we will also include a statement of your complaint in our reply to make sure that we fully understand your complaint and have all the necessary details

Step 3: we ask you to confirm the statement is correct as soon as possible, and no later that 28 calender days, at which point we will start the investigation process. 

Step 4: we will usually complete the invesigation within 28 calendar days. During this time we will speak to anyone named in the complaint, and we may arrange to speak to you for further clarifcation. If the complaint is more complex, we may extend the deadline and we will let you know this as far in advance

Step 5: we will write to you with the outcome. Complaints can be upheld, can be partially upheld or can be dismissed. The letter will explain our findings and the outcome.

Step 6: if you are not happy with the outcome you can ask us to review the decision made. You will need to put your reason(s) for requesting a review in writing to the Chair of Mind in Kingston (address below). 

Step 7: a panel will be formed by members of the board of trustees who will consider your review. Their decision is the final stage in the complaints procedure.

We recommend that you read the Complaints Procedure carefully and if you have any questions or need any support, please contact Simon on 020 8255 3939 or at simon@mindinkingston.org.uk.

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 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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