Minds Matter is a registered trading name of MCH Psychological Services which is an Isle of Man registered charity with number 1024 and registered organisational member of the British Association for Counselling and Psychotherapy.

MCH Psychological Services is also an Isle of Man 1931 Act Company with number 122252C and limited by Guarantee.

Our registered office is The Old School House, Cronkbourne, Isle of Man, IM4 4QH and our principal place of business is Skanco Court, Cooil Road, Douglas, Isle of Man, IM2 2SR.

Directors: R. Davidson, D. Peters and N. Simpson.

Complaints Procedure

If you are not happy with any aspect of the care and services provided by Minds Matter, please let us know.

Even in an environment of specialised care offered by dedicated and professional clinical and support staff, it is still possible for something to go wrong or for a patient, family or carer to have a genuine cause for complaint or concern.

However, there may be a reluctance to voice or register such concerns for fear of appearing ‘ungrateful’ or a ‘nuisance’. Although this is understandable, it is not the best course of action because it is only by having possible failures or lapses brought to our attention that we can put them right and strive to consistently deliver the highest possible standards of care to everyone. By alerting us to a problem and giving us the opportunity to put it right, you are also helping other patients.

We undertake to do the following with regard to your complaint:

  • Treat it with the utmost seriousness.
  • Acknowledge your concerns and give you a full explanation of what has happened.
  • Make every effort to learn from any mistakes or failures which have occurred and to take every step necessary to prevent them from happening in future.

How your complaint will be dealt with:

The complaints procedure comprises the following steps:

  • An acknowledgement letter, confirming receipt of your complaint, will be sent to you within two working days.
  • Your complaint will be fully investigated, and you will receive a reply from the Chief Executive within 20 working days.
  • In the event of a delay (If for example, someone involved is away, or further investigation is necessary) you will be informed.
  • If you are not satisfied with our final response you can send an appeal to the chairman of MCH Psychological Services – Please ask for an address if required.


You can also be assured that any complaint received is treated very seriously, and it will be investigated thoroughly.

  1. Make your complaint as soon as possible – this is important because a fresh memory helps to establish the facts as soon as possible after the event.
  2. Who to complain to – in the first instance, please speak to us as the chances are that the situation or any misunderstandings can be resolved quickly to your satisfaction. If not, you can make a formal complaint.

To make a formal complaint, please put your complaint in writing and include the following information:

  • A summary of what happened, with dates if possible.
  • A list of the things about which you are complaining.
  • What you would like the outcome of your complaint to be.
  • Your name, address and telephone number.
  • If you are complaining on behalf of someone else, it is essential that you include his or her written consent.

In the first instance, please address your complaint to:

Mrs Andrea Chambers
Chief Executive
MCH Psychological Services
Skanco Court
Cooil Road
Isle of Man

Telephone: 01624 679118
Email – andrea@mindsmatter.org.im