Making a complaint may seem a daunting task for some people, and that is why we are here to help. Click on the links below for useful pages.

Making a complaint

Who to complain to

How to complain

Sample complaint letter

Sample consent form

HOW TO MAKE A COMPLAINT

You can make your complaint

	In person
	By telephone
	In writing

Decide which you think is best in the circumstances. If it is something that needs to be resolved quickly a telephone call might be best. If it is a complicated matter you may decide to write a letter.

Whichever method you choose remember to tell the complaints officer:

	Give your name, address, telephone number
	Say what happened - How, when, where and who (if you know the names of staff give them)
	Explain why you are unhappy
	Say what you would like done about it (e.g. explanation, apology etc.)
	If you have any questions about what happened / your treatment - ASK THEM.

Here is a sample letter of complaint

TIP - Keep a copy of any letters you send
and a record of any conversations.

Complaining on behalf of someone else

If you wish to make a complaint about someone else's treatment / care YOU MUST HAVE THEIR CONSENT (unless they are unable to give it - because they are too young or too sick).

Here is a sample form of consent You might find it useful.

What happens next?

This stage of the complaints procedure is called Local Resolution

	Trusts and Family Health Service Practitioners (FHSP) should acknowledge your complaint within 2 working days
	Trusts should provide a response within 20 working days
	Family Health Service Practitioners should provide a response within 10 working days

If it is going to take longer the Trust /FHSP should let you know.

	A response can take the form of a letter or a meeting
	In some circumstances both may be appropriate
	If you do not feel able to go to a meeting say so - and ask for a response in writing
	You can ask for a meeting with staff if you feel it would help

When you get your response ASK YOURSELF:

	Does it answer my questions to my satisfaction?
	Does it explain things in a way I can understand?
	Have I received an apology - if appropriate?
	Does it tell me what has been done to put things right?
	Are there any questions unanswered?

What if I am unhappy with the response to my complaint?

If you are dissatisfied with the outcome of Local Resolution you can apply for an Independent Review of your complaint by contacting:

Convenor
Western Health and Social Services Board
15 Gransha Park
Clooney Road
Londonderry
BT47 6FN

WITHIN 28 DAYS OF THE END OF THE LOCAL RESOLUTION PROCEDURE.

For more information on Independent Review and the complaints procedure - contact the Council E-mail:info@whssc.n-i.nhs.uk