How to make a complaint
We are committed to listening to what you have to say about us. Feedback provides us with an opportunity to improve our services.
It is useful to be aware that we do not have a Complaints department. All feedback will be handled at the corresponding service or department. For example if you have a complaint to make about a Rethink Mental Illness service, that service will initially deal with your complaint.
You can give your feedback by
- Talking face to face with a member of staff
- Completing our online complaint form
- Sending an email to welcome.info@rethink.org
- Leaving us a voicemail by calling 0121 522 7007
Complaints about fundraising
If you have a specific complaint about fundraising, please find more information in our Supporter Promise.
Complaints about data and privacy
We take your privacy seriously. You can view our full Privacy Statement here. If you have concerns about how your personal data has been handled, please raise them with us directly so we can investigate and resolve the issue.
If you’re unhappy with our response or believe your data rights have not been upheld, you can contact the Information Commissioner's Office (ICO). They are the UK’s independent authority on data protection. The ICO recommends raising your concern with us first before contacting them. Visit www.ico.org.uk or call 0303 123 1113 for more information.
We will
- Listen to you and treat you with respect
- Acknowledge your complaint within 5 working days
- Investigate thoroughly and fairly
- Respond with our findings and any actions taken
- Keep you informed throughout the process
Can I get help to complain?
Yes, a friend, relative or carer can help you. However, we will need your written permission for them to act on your behalf. We can also give you information about how to contact local advice or advocacy agencies, which can help you make your complaint.
What if I am not happy with the response?
If you are not happy with how your complaint has been dealt with and the response you received, you can appeal. To request an appeal, you need to contact us within 14 days of receiving our response. Details of who to contact will be included within our response.
Rethink Mental Illness is authorised and regulated by the Financial Conduct Authority (Firm Registration Number 624502)
Last updated: August 2026.
Rethink Mental Illness is authorised and regulated by the Financial Conduct Authority (Firm Registration Number 624502)