Who should the complaint come from?

The complaint should come from the person who receives the care unless they:

• are a child, in which case it should come from their parents or legal guardians, or
• lack mental capacity, in which case it should come from a family member or close friend, or an independent advocate who is working with them to help them express their views.

In both cases the person should have the opportunity to express their views if they are able to. The complaint should be based on these as far as possible.

Golden rules of complaining

However you complain there are six golden rules:

• Be clear what the problem is and that you are making a formal complaint.
• Ask for their help in solving the problem (most people at least try to help if asked).
• Stick to the point; don’t let it turn into a rant.
• Keep your tone calm and don’t be rude; even if they have been very rude or off-hand with you. Having the ‘moral high ground’ can be very helpful.
• Be clear what you want to happen as a result of your complaint.
• Ask them not to make the change you are complaining about until your complaint has been dealt with. Say why it will be a problem if they go ahead without waiting.