Making a complaint about a service provider, in particular social work.

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How do I do this in a way that means I am heard? Thank you.

Ask for a copy of the complaints policy and follow what is said.

if It’s a CQC registered service you may also be able to raise a concern with them

Is that an English thing?

I realise this. But how do I make sure my complaint is taken seriously?

Be specific as to what your complaint is. Eg " I am bringing a breach of GDPR policy to your attention" or "I have a safeguarding concern".

Be clear and concise. Don't waffle.

Use bullet points if necessary.

Use dates, quotes, documents, specific examples, witnesses if appropriate.

Be factual and don't use emotive words.

The policy will tell you what steps are available if you aren't happy with the resolution of your complaint - but you don't know you won't be listened to. But, you'll need to differentiate between "no being listened to" and "not being agreed with".

What would make you feel your complaint had been listened to - an apology, someone being reprimanded, a change in policy? Only you will know what you’re looking for in response to the complaint, some of which may be more possible than others as an outcome.

As a rule I’d say write clearly, be specific about what you think they did wrong, include evidence if you have it. Don’t write when you’re angry, don’t vent, don’t make assumptions about other people’s motives or reasoning. Be factual. Say what you want to happen.

Follow the complaints process step by step, all social work complaints processes have various stages and once the initial complaint stage is passed any reviews are usually dealt with by someone outside the management of the service being complained about so it’s worth escalating if you don’t get a satisfactory response to begin with.

Thank you everyone