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At Brook, we value your right to be involved and we have developed a feedback and complaints process called ‘Did you get what you came for?’ to help you have your say.
We want to hear what you think, and will try to act upon your feedback and suggestions to keep improving our services.
If something has gone wrong or you’re not happy with the service you’ve received, it’s really important that you tell us so that we can try and put it right.
See below for further information on how to leave feedback or make a complaint.
You can give feedback, or make a comment, suggestion or complaint in the following ways:
If you are under 16 you still have the same rights to complain as everyone else.
You can make a complaint as soon as something happens that you’re not happy about. If you don’t make a complaint straight away, you can still complain:
Complaints will:
If Brook has made a mistake we will apologise, explain what went wrong and put things right quickly and effectively.
If you’re unhappy with Brook’s response we will give you details of how you can get your complaint independently reviewed.
Brook will create improvement action plans to stop things from going wrong again.
Your right to confidentiality is of the highest importance to us.
The easiest way of making a complaint is usually to speak to a member of staff at the Brook service. They should give you the opportunity to speak in private.
This should be dealt with immediately and you should get an explanation or an apology.
If you are not happy with the explanation or apology then you can speak directly to the Complaints Manager. Details of your local Complaints Manager can be found by emailing admin@brook.org.uk.
If you don’t want your name to be passed on to the Complaints Manager, it will make it difficult for us to let you know what we are doing to put things right, but it will still be looked into as far as possible.
If you want to make a written complaint you will be given a complaints form. You can also make a complaint by writing a letter or email addressed to the Complaints Manager. The address or email address of your local Complaints Manager can be found by emailing admin@brook.org.uk.
The Complaints manager will acknowledge your complaint within three working days (two in Northern Ireland) and they will explain the timescales for investigating and responding to your complaint. You will also be given information about how to arrange independent support when making your complaint. Please see below for information on who can help you make a complaint.
You will be offered the opportunity to speak to the Complaints Manager, either face-to-face or over the telephone, to talk about how the complaint will be handled and what you would like Brook to do to put things right. If you don’t want to discuss it, you should still receive an explanation of how your complaint will be investigated.
A full written response, checked and signed by a Director, Deputy Chief Executive or Chief Executive, will be sent to you within 20 working days. The report will summarise:
If it is not possible to complete the investigation within 20 days, you will be sent a letter explaining why.
You will have the opportunity to discuss the outcome of your complaint and to give feedback, if you want to.
If you are unhappy with Brook’s response we will give you details of how you can get your complaint independently reviewed.