We hope that everyone who uses our services has a positive experience. However, we recognise that unfortunately sometimes things do go wrong. Also, there is always room for improvement!  

Our compliments, comments and complaints process enables those who use our services to tell us about things that we do well or things that have gone wrong. This feedback helps us to put things right, learn and improve.

To request a full copy of the MHM Compliments, Comments and Complaints Policy please email [email protected] or contact us on 0191 516 3500.

How can I give a compliment or a comment?

If you think we’ve done something well or you have an idea about how we could improve, we’d love to hear about it. There are lots of different ways to give us a compliment or comment. You can:

  • Tell a member of staff;
  • Telephone us on 0191 516 3500;
  • Contact us through our website using the online contact form;
  • Email us  at [email protected];
  • Write to us at Mental Health Matters, Avalon House, St Catherine’s Court, Sunderland SR5 3XJ; or
  • Talk to Helen, our CEO

How can I make a complaint?

If you want to tell us about something you think we have done wrong or something that you are dissatisfied with then please make a complaint.

There are lots of different ways to make a complaint. You can:

  • Tell a member of staff;
  • Telephone us on 0191 516 3500;
  • Contact us through our website using the online contact form
  • Email us at [email protected];
  • Talk to Helen, our CEO; or
  • Write to the Complaints Coordination Team, Mental Health Matters, Avalon House, St Catherine’s Court, Sunderland SR5 3XJ.

If you need some help to make a complaint, or you would like someone to make a complaint for you, like a family member, friend or advocate, just let us know and we will help you to get the support you need.

To help you make a complaint we have developed a Complaint Form. To download the form please click here.

How will my complaint be dealt with?

All complaints we receive are listened to and taken seriously. Where possible your complaint will be resolved immediately by your local team. However, if you wish for your complaint to be managed formally or your complaint is of a serious nature, then it will be managed by the MHM Complaints Coordination Team.

The Complaints Coordination Team will let you know that they have received your complaint within one working day and they will aim for it to be resolved within a maximum of 28 days.

We guarantee that you will not be treated unfairly as a result of making a complaint.