Any service user or somebody who is accepted as acting on behalf of a service user has the right to have their concerns properly looked into through the complaints procedure. You can contact the Complaints and Information Access Team for assistance and help to understand the complaints procedure. You can make a complaint by telephone, fax, letter, email or by requesting that a member of the complaints team visit you to discuss your complaint. You can also submit a complaint using the online complaints form following the link under Related Content to the Compliments, Complaints and Suggestions webpage.
Some young people need help to speak for themselves and to get other people to listen to what they say. This is particularly true when young people are defined as 'service users' and are cared for by other people who are in a position of power over them. Helping young people to speak for themselves during the complaints procedure and ensuring that they are heard is known as 'advocacy'. If you would like to make a complaint but would like the assistance of an advocate, please let the Complaints Team know when you first submit your complaint. Further information is available about advocacy below.
The Complaints and Information Access Team also deal with Access to Information and Concerns and Representations from Other Agencies. You can find further information about these services below.