Compliments and complaints

Workbridge is part of St Andrew’s Healthcare, the UK’s leading mental health charity. We adhere to St Andrew’s Healthcare compliments and complaints policy and welcome your feedback in order to develop better quality services and experiences for our service users and customers.

As a charity, we are committed to listening, changing, and improving services in response to complaints and concerns raised by service users, their families and carers or other people at any time, and where possible, involving the people who raised their concerns in the changes.

We welcome phone calls (including text relay calls) or emails if you have any feedback about our support to service users:

> Telephone: 01604 616 829

> Complaints email: pals&[email protected]

> Compliments email: [email protected]

Do use our Contact Us page if you would like to raise any other matter with us.

Every person who raises a complaint will be treated with respect and courtesy and offered appropriate support throughout the handling of their complaint. No one will be discriminated against or treated badly as a result of making a complaint. If you are complaining on behalf of someone else, we will need their consent to share details.

The Charity’s approach to handling complaints is underpinned by the six principles of good complaint handling as set out by the Parliamentary and Health Service Ombudsman in 2009:

  • • Getting it right (first time, every time)
  • • Being customer focused
  • • Being open and accountable
  • • Acting fairly and proportionately
  • • Putting things right
  • • Seeking continuous improvement

If you are not satisfied with the outcome of your complaint or the way your complaint has been handled by us, you can refer the matter to the Parliamentary and Health Services Ombudsman.

The Ombudsman will usually ask that the Charity's process has been completed before reviewing the outcome.

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SWIP 4QP
Tel: 030450154033

Email: www.ombudsman.org.uk

It is our aim to provide the best care for every person in our care every day and your feedback will ensure that we continuously improve our services to achieve this aim.