Complain to the provider first
Letting the provider know of your concerns is often a good way of resolving complaints. It can also help people to maintain a good relationship with their service providers.
Service providers want to offer the best service and need to hear of people’s concerns and find ways to improve their service. You can make an informal complaint by talking to the worker involved or their supervisor. This is often all that is needed to address most concerns.
Or, you can make a formal complaint to the provider.
This may be in writing or by making an appointment with the worker who handles complaints about the service. Ask the provider if they have a complaints policy and to explain the process to you.
Before approaching the provider, think through your concerns and make sure you have everything clear in your mind.
It may help to write a list (use the complaint form as a guide) and include
- a concise summary of what happened, names, dates, times etc
- exactly what it is that has upset you
- any problems which you feel are a direct result of what happened
- what you would like to happen in response to your complaint.
Successful resolution of your complaint is more likely if you are realistic about your desired outcomes. Try to remain calm when you approach the service provider. You may wish to take a relative or close friend to support you.
Ask the provider for a date when you can expect a response and make sure they have your current contact details.
When you receive a response, give yourself time to think about the whole situation carefully before deciding whether you are happy with the result.