As a person who has dealt with complaints throughout my working life, I have learnt that if you want matters sorted you have to put the effort in. I understand that it can be emotional, and you have probably been trying to deal with the matter for a period of time, in some cases years. I don't know why this is most complaints could be dealt with quickly and efficencently.
My experience of working in a Local Authortiy for two decades, has given me a little insight, in to things in this area. The first issue is one of responsibility no ones seems to want to take it, everyone wants to pass the buck up or down the line. One of the issues with this is staff just aren't trusted to get on with it. Everthing for some reasons needs to be approved and verified. Sometimes people just don't make decisions. If when you do step out of the system and bring benefits or improve things you get known as a trouble maker, for questioning, or challenging the status quo. It's an antiquated system that really needs a good shake up.
The first step you need to take though will be to officially make a complaint in writing it will not be considered as such untill then. Yes you may have told them you are not happy with the service provided, or you feel upset or aggrieved. It however is still not a complaint until you formally state it is so and ask to go through the complaints system. Often people comment on issues via social media. However, until the other party gets notified of the issue it is not a complaint.
One of the biggest issues I have in my advocacy work is that my clients do not register their complaints as official complaints and therefore receive little action up until the point of my involvement. The same with the government it is not an issue until it becomes an issue. For you it may be an issue and for many others too. For example, there are one thousand users of a service, if no complaints are registered then there are no issues. Even if two or three complaints are registered it is not an issue. If however everyone who has had problems with the system actually registered and had their complaints recorded, the statistics would show that there is a reoccurring problem and they are more likely to work on fixing it.
Start from the beginning, if there is a disagreement or an issue about something, ask why? Ask for clear reasoning. Remember it may seem unfair at this stage if you subsequently find the answers to your questions are not to your liking, that does not mean it is wrong or right. This is just a first step. Make sure you direct the question to the person who gave you the response. Make a note of date time and the persons name. Once you have these. Be clear and concise.
Why are you complaining? Explain your reasoning as to why you think you have been treated unfairly. If you can back this up with evidence and reasoning it will help your case. Just thinking something is or is not right does not help. If you point out a particular rule, policy or piece of legislation that might help your case then state this. Show them what it says and that you did not receive that.
The next step is to acknowledge what you want to happen. Make it clear as to how you want your complaint to be followed up, do you just want it to be acknowledged? You might want an apology or you might want the process to be reevaluated or receive compensation or recompense. Be clear at this point, add the issues that it has caused such as distress, discrimination, additional costs etc.
After this you want to make it clear and ask in writing when you expect a response back. Always ask for it in writing, 14 days in a standard response time. Even if they phone you up and say it will be sorted tomorrow. Drop them an email stating thank you for your call, I just wanted to write and confirm our discussion and steps that you said you would be taking. If you do not do this you can end up with he said she said situation which does not help. This way if they disagree they have to put it in writing to you.
Knowing how the authorities work and their systems. Most say we will respond to you within the next five days. As soon as your email hits their system, an auto response email is sent back. This way they can show well we responded within 5 days. Bit of a cheat really. Likely someone probably has not even read your complaint. Make a note, set an alarm in your diary as a reminder.
Even though you have said 14 days for a response, I always allow a week extra. We have to always be seen to be reasonable, after this time if you still have not had a response, send a reminder in writing. This time reducing the limit to say 7 to 10 days.
You may get a response, but most first responses are standardised. Sometimes they will acknowledge your complaint, then will try to give some reasoning and close it off. Always check that they have answered your question. I see so many letters that never even respond to your queries. If not remind them of this fact. Stand your ground especially if you have evidence based on policy or legislation.
Be prepared, a lot of complaints can be dealt with quickly, but increasingly it seems that a lot of organisations just seem to work on wearing you down, hoping you will forget about it and just give up. Unfortunately, this is why I believe things do not change and things do not improve. As I said a number of my cases have gone on for over two years.
Some of the alternative things to try is go to the top when emailing, add the directors name in. You'll find this on the website of the organisation for the service. Where you feel its a big issue, write to the Councilors who sit on the boards for making these decsions. Again a quick search on the organisations website or on goggle will give you the details.
There was a time when you could write to your MP and get a quick response, unfortunately the answer most MPs will get a response these days saying OK, but give us more money thats the issue. This is no excuse. If you write to the Councilors on the boards themselves, these are your representatives in the council, or board members of the CCG ( soon to be ICS/ICB).let them know that if something isn't done it may be a deciding factor on your vote in the next election. Remind them they work for you.
Once you have completed the initial complaints process. If you are still not happy you need to consider the next step. This will involve either legal action or using one of the other services such as an ombudsman. Both systems are not infallible and can add additional years to the process. It will also help if taking it further that you have your correspondence fully documented. By writing and confirming what you have done along the way. It will be simply a matter of collating your emails in one dated file and sending it to whoever necessary for action.
If complaining about Adult Social Care make sure you mention you want the complaint dealt with via the "statutory Adults Scial Care complaints process". Its a bit long winded but it is a three step process with appeals at each step and genral time lines for responses.
Comments
Post a Comment