Lancashire Mind are committed to providing an effective way in which people can comment on our work. Whether you wish to praise our work or want to tell us that something has gone wrong, 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 use the data to improve and develop the work of the organisation.

You can provide feedback about our work by:

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 [email protected]
  • writing to us at Lancashire Mind, 80-82 Devonshire Road, Chorley, PR7 2DR

Complaints must be made within six months of the issue occuring. Please tell us what happened, who was involved and what you would like to happen as a result of your complaint. We aim to resolve the complaint at first point of contact but this may not always be possible. In all cases, a written response will be provided within 10 working days.

Data management

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

  • Date of compliment/complaint
  • Name and contact details
  • Nature of the compliment/complain
  • 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
  • Lessons learnt

Any personal data captured during this process is handled in line with Lancashire Mind's Information Governance Policy. Data is retained for six years following receipt of a compliment or closure of a complaint, after which it is securely destroyed.

Lancashire Mind is a company limited by guarantee (company number 3888655) and a registered charity in England and Wales (registered number 1081427) at 80-82 Devonshire Road, Chorley, Lancs, PR7 2DR. Lancashire Mind are registered with the Fundraising Regulator. For all enquiries, call us on 01257 231660.
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