Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to make a formal complaint because I feel pissed about?

48 replies

smallestleaf · 19/08/2020 18:52

I have recently started receiving support from a service (public service) for behavioural issues my son has. I am also in a very bad mental state myself. I have waited a long time for this service.

Its not face to face due to lockdown but via phone. I have so far waited in at least seven times for calls, which we had clear appointments for, only for no call to come. I have to arrange my entire day around these calls. They have meant I have not gone out to things with the kids and other families when I would have loved to as I very isolated and lonely. The calls are also very hard for me emotionally and I need to steel and prepare myself for them. So its quite upsetting to go through and then not get a call.

I never get any message to tell me the appointment won't be kept. Instead I text 15 mins after the appt. time, and maybe get a texted 'sorry' and then suggestions for further dates. The appts are all with the same women who is my case worker. The fifth time this happened I texted to point out this keeps happening and outlined the impact on me. Got a reply saying 'so sorry'. But since then it has happened twice again.
This last time I texted to say I had waited for the call as agreed, she said ' sorry I went home early' 'I replied, ' you should have let me know. Where do I make a formal complaint, I am very unhappy at repeatedly waiting for calls that don't come.' I then left my phone upstairs and went to make the kids dinner. When I check my phone I get a grovelling apology, asking to talk to me and two missed calls from her.

WIBU to go through with the complaint?

OP posts:
Twickerhun · 19/08/2020 18:58

You’ve tried to make an informal Complaint to improve things and that didn’t work so I think you are in your rights to complain and let her managers deal with it. Keep the complaint factual, detail the impact on you but try not to be too emotional in the language you use.

Lollypop701 · 19/08/2020 19:00

I would... the grovelling happened when you mentioned a formal complaint. You don’t’go home early’ from that type of job

Original poster
smallestleaf · 19/08/2020 19:02

Thanks. I don't really want to have to deal with her again anymore. Because of the nature of the service it really has to be with someone I feel I can build up trust with, and I just don't trust her at all or trust her to call.

OP posts:
Original poster
smallestleaf · 19/08/2020 19:04

@Lollypop701 Yes, that's really irked me. When I was pointing out the impact on me I didn't get a grovelling apology, but now there is a potential impact on her, I suddenly get on!

I do get it must be hard, these services are underfunded and overstretched - but seven times! I wouldn't mind so much if I got a call beforehand to say she wasn't going to able to keep the appt.

OP posts:
TheNighthawk · 19/08/2020 19:06

That is extremely unprofessional behaviour by this case worker. Apart from the sheer bad manners I would have concerns about the standard of her training and general competence. The remark about her 'going home early' just reinforces this. In your position I would voice this concern as I would, ideally, not want to be treated by such a person.

Elieza · 19/08/2020 19:07

I’d complain to the manager of the service. Respectfully and factually. Giving the dates and times of your appointments and what happened, such as a text cancellation etc.

ClamDango · 19/08/2020 19:09

Is the service part of an NHS hospital. If it is you can call their PALS office to start a complaint. Do you know who runs the service. There will also be a manager.

itsgettingweird · 19/08/2020 19:10

I've had issues with services. I've had to email complaint before.

I use a format like this.

Dear Xxxxx,

You provide a service for families in crisis and it's invaluable and I'm grateful to have been accepted for support.

My family have been going through a tough time.

I am writing to formally complain that the delivery if the service falls well below the standard I know you'd expect to provide and despite informal attempts to improve the situation no improvement has been seen.

I had an appointment on x date for a phone call. This never cam but had a text at xxxxx saying.

Then list all times factually.

My family have missed out on much needed time to socialise waiting for these appointments and missing both has had a further negative impact.

I know this service will be a great support for my family and know you'll want to rectify this immediately.

Please respond in 5 working days with times for 7 sessions to replace the ones I've missed and plans for the ongoing support beyond this

Regards
Xxxxxx

Basically a shit sandwich which doesn't ask them to rectify but assumes they will. They'd have to have balls of steel to respond "we aren't going to improve things for you and make an appointment!"

Original poster
smallestleaf · 19/08/2020 19:17

Thanks @itsgettingweird Tbf the other appts have been rearranged, but I just feel done with waiting in again for more calls that may or may not come. I don't trust her and I want to reallocated to someone else.

OP posts:
NotEverythingIsBlackandWhite · 19/08/2020 19:24

A relative's CPN is like this and it really winds me up. He just never turns up on the right day, never phones either in advance or afterwards to apologise. It seems par for the course with MH services. I have been very direct and told them that I think they are totally disrespectful and that it is ridiculous not to realise that doing this is anxiety-inducing which isn't helpful when dealing with anxious of depressed 'service users'. I have said this in front of the Psychiatrist too. It is as if nothing penetrates their brains.

I would definitely make the formal complaint because I am now convinced they are so thick-skinned that anything less doesn't even register with them.

evensong11 · 19/08/2020 19:25

Please complain. Not just for yourself but for others who need the service.

LouiseTrees · 19/08/2020 19:26

If I were you I’d still use the template above but with the line that you feel you need to trust that a case worker will provide support and that you feel this trust is lost after 7 no shows and ask if there’s capacity for reallocation.

Ernieshere · 19/08/2020 19:30

Yes, you should complain to her manager Flowers

LakieLady · 19/08/2020 19:33

Contact the manager and ask for a new worker to be allocated. Explain that, because of 7 missed appointments you no longer have confidence or trust in the worker assigned and that you feel it is vital for clients to have trust if the service is going to be effective and that it's going to achieve its desired outcomes.

That should sort it.

They've been shockingly unprofessional though. When I was doing frontline work, I sometimes had to cancel at short notice, but I always sent a text, even if I was unable to ring. And it was always for a good reason, like a client having a MH crisis or having been stuck at an appointment with a client and an outside agency that had overrun.

bobbieflekman · 19/08/2020 19:43

Is it Camhs? If so complain to PALS

ktp100 · 19/08/2020 19:45

After 7 let-downs you were long overdue a formal complaint!

Children's Services, especially linked to education, are incredibly squeezed at present. I work in alternative provision and the amount of badgering I see parents having to do to get even the basic things their children need is really shocking.

It may well be an uphill battle you're facing BUT there is no excuse for repeatedly cancelling appointments with no prior warning. You are absolutely warranted in your complaint.

Fingers crossed for you.x.

ithinkiveseenthisfilmbefore · 19/08/2020 19:45

Shockingly poor treatment. I'm so sorry, OP. Please do complain and ask for a new caseworker to be assigned.

JanMeyer · 19/08/2020 19:46

I have been very direct and told them that I think they are totally disrespectful and that it is ridiculous not to realise that doing this is anxiety-inducing which isn't helpful when dealing with anxious of depressed 'service users'. I have said this in front of the Psychiatrist too. It is as if nothing penetrates their brains.

Agree with every word you've said. Nothing less than a complaint gets their attention. They give zero fucks how unsettling and anxiety provoking it is to have to deal with their carousel of excuses, poor organisation and trying to get hold of the person you need to speak to. I honestly think they just don't care.
And yes, i know mental health services are under pressure and underfunded. But that's no excuse for them giving people the runaround and "losing" referrals and files.

It's like they don't think about your time at all, let alone valuing it. And don't get me started on their assumption that service users are unemployed and thus can spend all week sitting around waiting for thir call that never comes anyway. Definitely complain OP, you should complain anyway but especially after their "i went home early" comment. What the fuck do they think they're getting paid for?

Elmo230885 · 19/08/2020 19:51

Yes, you should complain. Its workers like the one you are dealing with that give all the others a bad name. Also its extremely unfair on you and unprofessional.

MrsOldma · 19/08/2020 19:55

If you have a number you can text can you not phone it a few minutes after your appointment time? Or text/call it earlier in the day saying how much you are looking forward to getting the process started or something? I appreciate you shouldn’t have to but is it worth a shot?

I’d still complain though

MilleniumHallsWalledGarden · 19/08/2020 19:58

@evensong11

Please complain. Not just for yourself but for others who need the service.

I agree with this point. Sadly, it's unlikely that you're alone in receiving this poor standard of communication from this service and since you are able to complain perhaps you should do so. Thanks

mummytippy · 19/08/2020 20:01

Certainly not unreasonable Especially in view of the nature of the reasons for the calls. She sounds like she’s taking the michael... and is no doubt still getting full pay!

Sorry you’ve had to go through this Flowers

Elsa8 · 19/08/2020 20:07

Definitely complain, YANBU at all!

billy1966 · 19/08/2020 20:16

You have been very patient OP.

Appallingly rude and unprofessional.

oakleaffy · 19/08/2020 20:19

@smallestleaf
Really understand how frustrating and annoying this is, it is impossible to have counselling with someone who has let you down like this.

Sadly mental health services are cut to the bone at the moment..
Finding a really good counsellor isn't easy, but they are about.

Hope you get one you trust, and treats your time with respect. Flowers

Swipe left for the next trending thread