Health and Social Services Councils are independent bodies who seek to represent the views of the public in health and social services. Whilst they have a volunteer lay membership, only Council staff provide information, advice and support on complaints. Although Councils are not responsible for the investigation of complaints, they can inform people about complaints procedures and assist them in using them. Councils aim to give impartial and accurate advice and, where it would be required, act as the complainant's representative. However, Council staff do not provide clinical or legal advice. In some cases Council staff can draft letters for the complainant and accompany them to meetings.

This year the Council provided telephone support to approximately 42 complainants at various stages of the complaints process. The cases varied in complexity from providing assistance with writing letters, to providing a full advocacy service and representing the client at meetings etc.

In addition the Council provided telephone support and advice to approximately 3 callers per week.