If you are not satisfied with the quality of our service to you then we want you to tell us. We recognise that you have a right to complain and we want to make it as easy and constructive as possible for you should you choose to complain.

However, we would ask that, if possible, in the first instance, you tell the person who is providing your care as there may be a simple and satisfactory explanation for your negative experience. If you have tried this and you are not satisfied, or of it feels uncomfortable or unsafe for you to do so then the way to make a complaint is as follows:

• Ask for the name of the Manager of the service you are using. You can also find this on our who's who page on this website. Make direct contact with the Manager and let them know what your concerns are. You do not have to do this in writing but you can if you prefer.

• If you are still not satisfied with the response to your concerns then you can make a complaint directly to the Chief Executive by phoning 01603 432457, sending an email to ceo@norwichmind.org.uk, by downloading and posting the Complaints Card, or by writing to the Chief Executive at the address below.

• If, at any time, you would like assistance and support to make your complaint please let us know and we will assign a members of staff not connected with your care to help you.

• If your complaint is about the Chief Executive Officer then please make contact with the Chair of Trustees in writing to the address below.

You can learn more about our Complaints Policy by downloading the Complaints Card, viewing our Complaints Policy or asking for a copy of our policy at any of our sites.