Compliments & Complaints

Reading Mencap aims to ensure quality in all our work and the way we govern our charity.

Good Charity Governance

We have gained the Reading Voluntary Action ‘Safe and Sound’ Quality Mark for good governance. This quality mark ensures we have current policies and procedures to cover all our work and that we have safe practices to protect our services users, staff and volunteers. It ensures we have equal opportunities in staff employment and volunteering and that we perform due diligence in recruiting, selecting and retaining our Trustees.

Information, Advice and Advocacy

We are members of the Reading Advice Network (RAN), working towards the RAN Quality Standard for information and advice-giving organisations in Reading. This new, unique quality standard aims to ensure all its members have robust systems to give quality information and advice to all members of the public, according to their needs.

RAN also provides opportunities, via its local Forum, to help members to understand current issues in information and advice giving, provides training and networking opportunities and a voice for the voluntary sector with the local authority on issues arising from the work of its members.

If You Need to Make a Complaint

Reading Mencap is committed to providing a high-quality service to everyone we deal with.

To do this, we positively welcome comments and feedback on our services, which help us to ensure they continue to meet the needs of the people who use them, their families and the wider community.

If, for any reason, you are unhappy with Reading Mencap we would like you to tell us.

Everyone has a right to express their views or complain about a service provided by Reading Mencap and we would expect to resolve any difficulties or complaints informally and as quickly as possible.

In the first instance we would expect you to raise any complaint directly with the member of staff concerned.

However, we have a formal procedure for use where informal communication has not resolved the problem.

Please download a copy of our Complaints Policy.

If you need any help to express your views or to make a complaint, please call us on 0118 966 2518.