At Carlisle Eden Mind, we are dedicated to providing services and support of the highest quality. Your feedback, whether positive, constructive, or a concern, is invaluable in helping us improve and grow.
We welcome your comments and use them as an opportunity to enhance the way we work.
You can give us feedback in the following ways:
- Completing one of our online feedback surveys or forms
- Emailing us: enquiries@cemind.org
- Calling us on: 01228 543354
- Writing to us at: 1 Victoria Place, Carlisle
- Visit our office or shops
- If you are a user of our services, our staff and volunteers should give you opportunities to provide feedback regularly.
Compliments and General Feedback
We love to hear about your positive experiences and any constructive suggestions you may have. Please share your thoughts using our form below:
Feedback About Groups You’ve Attended
We value feedback from those who attend our support groups and activities. Your insights help us ensure these sessions meet your needs and expectations.
- Did you find the group helpful?
- Do you have suggestions for improvement?
Please share your thoughts using our group feedback form.
Making a complaint
Please complete this form so we have as much information about your complaint as possible. We’ll aim to reply within 7 working days.
We understand that sometimes it can be hard to make a complaint. Mind values hearing any thoughts, feedback, or concerns about what we do so that we can make sure we’re achieving high-quality work.
We will not respond to complaints which are threatening, racist or offensive.
Your information will be treated as confidential and only used for dealing with your complaint, unless you tell us you’re at risk of harming yourself or it seems possible that you may harm someone else, as then we may need to let other people know.
You can find out about how we’ll handle your complaint by reading our Complaints Policy.
Your information will be treated as confidential and only used for dealing with your complaint. You can find out about how we look after your data by reading our Privacy Policy.
Our Commitment to You
When you share feedback with Carlisle Eden Mind, we follow these principles:
- Fairness: We treat everyone—service users, staff, and members of the public—with fairness and respect throughout the process.
- Accessibility: Our feedback process is inclusive, ensuring access for all regardless of age, disability, gender, ethnicity, beliefs, or sexual orientation.
- Respect and Courtesy: Your concerns will be handled with sensitivity and understanding.
- No Prejudice: Sharing feedback or complaints will not affect the service you receive.
- Efficiency: Complaints and concerns are investigated promptly and thoroughly.
- Timely Responses: You’ll receive a clear and timely reply, including the outcome of any investigations, wherever possible.
- Continuous Improvement: We learn from your feedback to improve our services
If you’re unsatisfied with the outcome of a complaint, you have the right to appeal. You can read our complaints policy here