On 1 September 2023, the work of the Mental Health Complaints Commissioner (MHCC) was transferred to the new Mental Health and Wellbeing Commission (MHWC). The Trauma-Informed Guidelines (the Guidelines) on this page feature the original branding of MHCC. You can still use the Guidelines to support consumers, carers and families in making a complaint in a trauma-informed way.
In 2023, the MHCC partnered with The Bouverie Centre to co-produce a research project to produce a set of Guidelines for Trauma-informed Mental Health Complaints Resolution to support people impacted by trauma in making a complaint in a safe and supported way.
These Guidelines enhance the ability of staff to consider the impacts of trauma when receiving complaints and provide active measures to avoid re-traumatisation.
There are 15 guidelines in total – and each guideline is strongly grounded in practice; stepping out clear examples of how mental health services and MHWC staff can action each principle in their work every day.
The Guidelines were co-produced with people with Lived and Living Experiences, upholding our commitment to honour and respect the voice, expertise, and wisdom of people with Lived Experience of psychological distress or trauma.
These Trauma-Informed Guidelines were developed to improve the experiences and outcomes of people making complaints. While primarily focused on the complaints process, we hope that the Guidelines can be helpful in many areas of work with people with Lived and Living Experiences of trauma, mental illness, or psychological distress.
You can find the Guidelines, as well as a project summary below.