Helpline complaints procedure

In any service working with people experiencing high levels of stress or despair complaints that they feel misunderstood, the service has misunderstood them or not responded as they would wish are to be expected.

In the first instance, the worker involved in the conversation should try to explain to the caller the remit of the service in closer detail. It is important to see the caller’s point of view and take a balanced viewpoint.

If this does not resolve the situation and the caller wishes to make a formal complaint there are a number of ways this can be done:

1. Complete our complaints form.

2. Make the complaint in writing and send to Service Manager, CALM, 5 Wootton Street, London, SE1 8TG.

All complaints will be reviewed by the Service Director then passed to the Helpline Manager for investigation. A response will be received within 10 working days.

If the complainant is unhappy with the resolution, the complaint will be passed to the Chief Exec of CALM for further action.

If the complainant is not satisfied after 28 days that their complaint has been properly addressed and dealt with all information is passed to the Trustees of CALM at their forthcoming quarterly meeting. Their investigation, feedback and action will be completed within a further 28 days.

CALM Helpline reserves the right to involve an external impartial consultant from time to time to mediate and investigate any complaints, with the permission of the complainant.

NOTE: Caller is used throughout as a generic term, but includes users of both phone and webchat channels.