Read the leaflet

download our leaflet or easy read version of our leaflet.

Contact details

For Merton Mencap:

Merton Mencap
The Wilson Hospital
Cranmer Road
Mitcham CR4 4TP

Nominated Safeguarding Children Adviser & Responsible Person:

Tel: 020 8646 0965
Email

For the local authority:

Local Authority Designated Officers (LADO):

Tel: 020 8 545 4060
Tel: 020 8545 48993

Comments, Compliments and Complaints

Merton Mencap aims to provide high quality services. We would like to hear from you if you have a comment or compliment. Please contact us by using the details, below.

We also recognise there may be occasions when someone feels that the quality of our service does not meet their expectation. We will try to resolve concerns on an informal basis first, although we will record all concerns as part of the process to continuously improve our services.

If, however, you do wish to register a complaint, you can do so verbally, in a letter or by email to any member of staff or directly to the Chief Executive. You may prefer to use our complaints form, which can be obtained by contacting our offices or by downloading it here.

If you need the help of an advocate or interpreter when making a complaint, please let us know and we will arrange this on request.

We log all complaints and manage them in two stages. First, our Chief Executive will investigate the complaint (this will be done by our Chair of Trustees if the complaint relates to the Chief Executive). If you are dissatisfied with the outcome of the investigation, the matter will be referred to stage two, which will be investigated by a panel comprising at least two Merton Mencap trustees.

If you are unhappy with the decision of the panel, we will organise a review by an independent organisation.

Keeping you safe

At Merton Mencap, we take seriously our responsibility of keeping the people who use our services safe. If you have concerns in this area, for example about our staff or volunteers, these can be registered in the following way:

For our children’s services:

We have identified a person who is responsible for matters relating to the safeguarding of children and young people, called a Nominated Children’s Safeguarding Adviser. You can email the Nominated Children’s Safeguarding Adviser now or contact them by using the details on the right. We have also put in place arrangements if that person is not available.

For our adults’ services:

We have nominated a person who is responsible for matters relating to the safeguarding of adults, called the Responsible Person. You can email the Responsible Person now or contact them by using the details on the right. We have also put in place arrangements if that person is not available.