As the person receiving the Service, parent, career, family member, concerned friend or advocate you have a legitimate right to express your worries or anxieties to the Care Provider. This is the person or organisation who carries out the actual care.

Depending on the seriousness of your concern you can start at any of the following points listed:

Speak to the Manager of the Service, or the paid careers immediate Manager. Make a note of the date of this conversation in your own diary. Agree a date for when the problem will be resolved or a date to hold a review of the situation.

Fear of repercussions is the main reason people give us for not progressing their complaints, either for them selves or their relatives. We strongly suggest that you obtain independent advocacy, mediation or conciliation services that are available (we aim to provide this service as funds allow). Service providers themselves find this a useful method of resolving issues so you should not worry that it will offend them or cause difficulties for you later.

If things are not resolved at your next meeting, ask for your meeting to be recorded and a copy sent to you. Record your own summary of the meeting as soon as possible afterwards. If the provider does not send you any, you'll still have yours.

Obtain a copy of the Providers internal complaints procedure. If you have difficulty getting a copy - contact us .

Complain in writing stating as clearly as possible the nature of the complaint. Always Always keep a copy for yourself and ensure the complaint is addressed to a individual and is dated. Get advice from us on the wording if you would find it of help.

Go through the Providers complaints procedure and stick to the timescales which are usually set out within the complaints procedure.

If they say they do not have one or just appear to be paying you lip service ask us for advice
on how best to proceed.

As we explained earlier the Care Sector is varied and monitored and inspected in different ways. This can depend on the age of the individual you are concerned about, or simply on the Service Provider or Service Purchaser.

The service Provider can be: the Health Authority or Health Trust, Social Service Department, a charitable organisation or private sector company or o not for profit registered company. This is not an exhaustive list! Whether or not the person/child you are concerned about live in Registered
Accommodation also has a bearing on where to progress complaints on to.

Do not despair we are here to assist you in this and help you follow up your complaint should you wish to what ever the persons living arrangements.