Complaints Handling

The Harmony Centre supports adults over 18 years with a wide range of mental health and wellbeing issues.  The team are dedicated to supporting people with the utmost consideration and care by striving to ensure that everyone who comes into contact with us has an inclusive, supportive and caring approach. As part of our service provision we monitor the behaviour, conduct and performance of our team to gather valuable feedback regarding the support we provide.  We also hold Visitor Feedback meetings to ensure that Visitors have a voice and a say in the way we deliver our support and what does or does not need improving. 

We understand that there may be times when people feel that the support does not go as well for them as they expected.  We therefore have a Complaints Policy and Procedure in place to enable people to communicate and share their experience with us.  The only way that we can improve services is to truly listen to the needs of our visitors and respond in a meaningful way that we can learn from.   

Lapses in service provision or misunderstandings can sometime be handled and sorted on an informal basis, so we welcome people calling us to have an informal chat in the first instance.  However, if people feel the need to raise a formal complaint, we would ask them to provide this in writing by letter (address below) or email to info@theharmonycentre.org.uk. 

Please note: we will not respond to complaints made via any social media channels, regardless of whether they are public or sent via direct messaging. 

All complaints received in writing will be logged onto our Complaints System internally.  We will acknowledge any written complaint within five (5) working days* of receipt.  The complaint will then be passed to the relevant service Team Lead who will investigate and respond within ten (10) working days* of the acknowledgement. 

We take all complaints very seriously and hope that we can resolve all issues to the satisfaction of our visitors.  If, however we have not fully resolved matters after responding, then we invite people to ask for a further and/or more senior review. 

*Working days do not include Saturdays/Sundays & Bank Holidays