PALS complaint advice please

[SnakeP1ant]

My ND son has made a PALS complaint. It’s well justified and he makes some excellent points however it’s quite long and rambly with no clear requests.

Can I send a second with his permission in a more concise form with bullet points and requests?

PALS should respond to your DS so why don’t you see if he can get the issue resolved by himself without you needing to email in for him? By all means proof read and make suggestions with any email response your DS makes or help him with bullet points for a phone call.

Just to add that I am assuming your DS is an adult and especially since he is ND, I think helping him to do this alone (but with support) is much more beneficial than stepping in and taking over.

When I was trying to complain on my Mum’s behalf, PAL’s would only deal with me if she signed a document. She was incapable of signing the paperwork, she was however only two floors above her and they wouldn’t come and take verbal consent.

When I submitted mine they got back to me asking for clarification on some points and additional info on others. See how it plays out I think, they’ll be used to all sorts of styles of complaints.

Rather than PALS follow the trusts complaint procedure. PALS complaints aren't included in any statistics or taken as seriously. Your son will likely have a more serious response and he'll have the option of going to the ombudsman as well if required.