To ask if you think about the person at the other end before making a complaint?

[Ladybug9]

Just wondering really. I work in an industry where mental health of staff takes a serious knock, regularly and we are expected to be perfect. The most capable and wonderful people all eventually suffer with stress and get overwhelmed. So much is expected of us, days are so long and work life balance is non existent. We have constant inputs on looking after our own mental health and how to notice of your colleagues are struggling because people do completely break, it's really not uncommon and actually I know more colleagues who have had severe mh issues than those that haven't. After these inputs, you're expected to get back to work and the wellbeing advice is text book and rubbish. Given the nature of the work, it isn't possible to tell the people who we work for ( all walks of life in the public ) when someone hasn't updated them because they've been off with stress for example, it's just not appropriate. I'm fortunate in that I did have a really bad time with my mental health in the past but happen to be on a good team which has got me back to feeling good again, but I've noticed lately that so many of my colleagues are either not working or are really unwell and I really think the main contributing factor to the stress isn't so much the work itself, it's that we cannot be honest with people. Everything is audited and it's not okay to say 'sorry I haven't updated you/done this/called you back, I'm really struggling at the moment and I'm doing my best', it's just not professional. I was wondering if this is how lots of professionals feel, especially those in the NHS, law, teaching, housing etc who are constantly complained at / about or if its unique to where I work? What is the answer? Does anyone else in this position have extra empathy for those that are in those roles? I like to think I do. My nan recently had a really late GP appointment. She followed in a rude, aggressive woman who was leaving her appointment and walked out saying how how NHS is on its he arse, she's going to complain. The poor young girl who saw her was so apologetic and seemed relieved that someone wasn't shouting at her. It's not her fault is it? I bet she didn't study for all that time to do a crap job. I cannot understand this complaint mentality or how people are so removed from realising that services do their best but aren't miracle workers. I don't work in the NHS by the way & I don't believe we should accept rubbish service all the time, but I do think there's a real lack of insight into the pressures people are under at work nowadays and a massive sense from each individual person that they're the only one who matters and the person they're shouting at / complaining about/ generally being unpleasant to must just be lazy, never broken or just not coping. Genuinely interested to hear all opinions on this and your own experiences...

I generally complain about policies and processes, and not the person who is having to implement and follow them. I usually complain because I want it changed not just because I want a moan about it. I'm normally good at recognising when someone is just having a bad day or when it's a problem at the company that needs addressing.

I had a text telling me to check fir a hospital appointment which I did. It's a 90 mile round trip so I cancelled it. This generated a call where I explained that due to pain and recent eye surgery I can't drive what woul

Phone posted too soon - It's 2 hours each way so the appointment was altered to a telephone consultation. I received a letter confirming it was a visit. When I phoned up to query it the receptionist said it was an in person visit. I said I'd cancelled it due to the difficulties getting there and I had understood it was a telephone consultation
She said yes that's right and I pointed out that she said it was a visit. She got quite ratty with me instead of saying 'oh my apologies'.

It took me 40 minutes to book an annual check at the drs but a new staff member so I didn't get stressed. I was then phoned to get another appointment to have additional bloods taken which I refused as I'd got an appointment for that which wasn't long enough. They amended it for me.

If you've ever tried to get an answer from the query team run in SA for B G I guarantee you'll get the phone put down. It's not always the customer.

Ladybug9

I have no doubt that you feel this way because some people make unjustified complaints and are rude when doing so.

I rarely complain so when I do it is because I have been treated badly as a customer, this does not make me entitled.

As an example I have been waiting nearly a month for a deposit to be be returned. I cannot get through to the correct area (in fact anyone one the phone and no one has called me back) and have spent hours of my time trying to sort out an issue that has not been my fault, but is clearly the fault of the person/s that are supposed to have processed this.

Was I rude? No
Will I be putting in a formal complaint to the company? Yes I will.
If the people that are there have done nothing wrong, then have nothing to worry about.

If I can prevent this from happening to someone else I will be very happy.

@FrippEnos I sympathise with your situation as I’m waiting since April for some money for a flight cancellation. Some bad customer situations are so entrenched, however, that you feel powerless and you’d be wasting even more time and getting more worked up. In my case it’s not a person problem but an airline one. But good for you if you feel it’s worth your effort and that it can change things for you and others.