Making a complaint
York Advocacy Hub aims to provide the highest quality service and maintain a commitment to dealing positively and fairly with concerns and complaints from clients, professionals and other stakeholders. We believe this is best achieved by implementing a combination of preventative measures, robust complaints procedures and processes and maintaining a flexible and responsive approach to conflicts when they occur.
Any complaint or concern regarding referrals, allocation timescales, working approaches or advocates working as part of the Advocacy Hub should be directed to York Mind. In the first instance, a Project Coordinator will investigate your complaint. We have a full complaints procedure which we are happy to provide you with a copy of, should you wish to see it.
We have found that a key component of preventing complaints is to work proactively to manage expectations around what advocacy is and isn’t, what an advocate can and can’t do and the scope and limitations of the service. To this end, we will continue to seek opportunities to engage in dialogue with referring partners to provide training and literature, address individual concerns, answer queries and discuss any operational issues.