This policy is for people who use HF Mencap services, their families and friends, Mencap donors, supporters, sponsors and the public.
The policy does not relate to any other organisation's activities that use the Mencap brand.
Should we receive a complaint about these organisations, we will share this with the Royal Mencap Society so they can pass it on.
The policy does not apply to current or former employees who left Mencap within the last six months. They must raise their concerns through our HR processes.
Mencap colleagues must also refer to our internal grievance processes
- We are open to complaints; we want to learn from the things that go wrong.
- We are open and transparent about the complaints we receive and the processes we follow.
- We recognise that understanding what is not working supports us to take the right action to improve.
This policy explains how someone can make a complaint about HF Mencap and what they can expect from us when they do this. Every complaint received will be managed in line with this policy even when if it refers to a senior leader in the organisation.
To make a complaint, people can:
- Speak directly with a team member
- Telephone our complaints team on
- Email [email protected]
- Fill out our online feedback form on our website: https://hfmencap.org/feedback/
- Write to, or email senior manager
- Complete our Easy Read form and post it to
Complaints
HF Mencap,
99 Addison Gardens
W14 0DT
We encourage people to complain as soon as possible after the vent has occurred so we can put things right quickly. However, a complaint can be made within 12 months of the event/concern, or 12 months from the date the complainant becomes aware of their concern.