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Original poster

Complaint against charity

35 replies

retreatingheadlights · 06/02/2025 12:56

I made a complaint to the manager of a charity that provides a service to a disabled family member because they are not providing the service they are supposed to. It's a paid for service. In response they have closed ranks and accused my family member of being abusive towards them on the phone. I was there and there was no abuse. No raised voice, no swearing, no aggression, but there was frustration at the ongoing issue of not providing the service. The manager is launching an investigation into my family member who is going to be distraught. They are elderly and well known as a lovely, polite, pleasant person.

Does anyone have any advice on how to handle this? They are part of a wider council group so perhaps the council might be able to help.

OP posts:
Deljay · 06/02/2025 15:35

It's just how these places operate. You can see how they get there - some patients are abusive and hostile, and the professional consequences if they have safeguarding responsibilities are large when they admit to messing up. So it's tempting to blob together all complaints or problems as "hostility" and circle the wagons, every time. There are large incentives to behave like this in health and social care settings.

LookItsMeAgain · 06/02/2025 15:12

If this was over the phone, ask them for a copy of the recording of that particular phone call for your records as you're entitled to defend yourselves against their accusations.

If they don't have the recording, it very much becomes a he said she said situation unfortunately.

Original poster
retreatingheadlights · 06/02/2025 14:32

The reply from the manager is exactly the kind of tone I've complained about in that they make out they are doing a massive favour in providing the service and that it's an inconvenience to them to do so.

OP posts:
Original poster
retreatingheadlights · 06/02/2025 14:16

I wrote the complaint via email. I am trying to find out who oversees them at the council.

OP posts:
Runssometimes · 06/02/2025 14:07

Write and ask them for their complaints procedure. Ideally they have one but if they don’t put the complaint in writing. I would copy in the commissioners - possibly local council.

Original poster
retreatingheadlights · 06/02/2025 14:06

@Deljay that's horrendous!

OP posts:
Deljay · 06/02/2025 13:34

When I was a family carer, if I ever complained or disagreed with anything that happened, however politely, I was accused of being abusive and or crazy. It's how these places typically operate when they've fucked up.

Once I was accused of attacking a carer who had gone off for a crafty ciggie during her shift . Luckily it was all caught on the door camera so I was exonerated when the recording showed me simply walking through the door to deal with the emergency and not interacting with her in any way at all. We ended up recording all conversations and putting CCTV in our home to protect ourselves.

Original poster
retreatingheadlights · 06/02/2025 13:15

Thank you both.

OP posts:
Gazelda · 06/02/2025 13:02

It sounds as though they have a contract with the council to provide this service. You should contact the adult social care department to raise your concern.