Feedback & Complaints

Date last updated: 06/02/2026

HG Mind Works is committed to providing safe, high-quality mental health services. We welcome feedback from patients, carers and partner organisations. Feedback helps us improve the services we deliver.

If something has not met your expectations, we want to hear from you so that we can review the issue and respond appropriately.

Raising a concern

Many concerns can be resolved quickly by speaking with the clinician or service team involved in your care. If you feel comfortable doing so, this is often the quickest way to address an issue.

You can also contact HG Mind Works directly.

Phone: 0208 126 8767
Email: contact@hg-mindworks.com

Making a complaint

If you wish to make a formal complaint, you can contact us by email, phone or in writing. Please provide as much information as possible so that we can investigate your concern fully.

Once we receive your complaint:

• We will acknowledge it within 3 working days
• We will review and investigate the issue raised
• We aim to provide a full response within 25 working days

If more time is required due to the complexity of the matter, we will keep you informed of progress.

Complaints made on behalf of someone else

If you are making a complaint on behalf of another person, we may require their consent before we can share confidential information.

Our commitment

Making a complaint will not affect the care or support you receive. All feedback is taken seriously and used to improve our services.

If you remain unhappy

If you are not satisfied with our response, you may be able to escalate your complaint through the appropriate NHS complaints process or seek independent advice from the Parliamentary and Health Service Ombudsman.

HG Mind Works operates within host provider governance arrangements and aligns with NHS complaints handling standards where services are delivered in partnership with NHS organisations.