When something goes wrong, it’s easy to use a complaint to let off steam. But a complaint can and should achieve much more than that. 

Find out how to make an effective complaint that brings about change.

View this information as a British Sign Language (BSL) video with subtitles below. 

Why complain?

• To get something put right
• To show up failings in a system
• To get improvements in policies, practices and procedures
• To get an explanation of what went wrong and why
• To get compensation

How to complain

• Write a short letter (one page is best)
• State that you wish to make a 'formal complaint'
• Explain what it is you are complaining about
• Say what you want the person/organisation to do about it
• Only include relevant information
• Avoid just letting off steam - be clear about what you want to happen
• If there are two or more separate issues you wish to complain about, consider making separate complaints for each

What is a 'complaints procedure'?

• A formal process by which complaints are investigated
• Most large organisations have a complaints procedure
• There is a standard complaints procedure across the whole of the NHS.  Any NHS provider can give you a copy
• Each local authority has its own complaints procedure
  To find out about an organisation's complaints procedure, look on their website or contact the organisation

What if the outcome isn't satisfactory?

• Ask the organisation to look at your complaint again
• If your complaint is against your local authority, you can take it to the Local Government Ombudsman
• If your complaint is about national government or the NHS, you can ask your MP to refer your complaint to the Parliamentary and Health Services Ombudsman
• Avoid libel - make honest complaints to appropriate people

Sample letter

70 Queen Street
Nottingham
NG29 1PK

7 March 2007

Dear Mr Evans,

I am writing to make a formal complaint about how my community care assessment was done by social services.

I am deafblind. I asked that my assessment be done in accordance with the Section 7 guidance "Social Care for Deafblind Children and Adults". This statutory guidance states that deafblind people have a right to an assessment by a person with specialist understanding of deafblindness. I also requested a deafblind manual interpreter.

However, no interpreter was provided and the person who came to do the assessment couldn't communicate with me. Later, I was sent a care plan that was mostly irrelevant to my needs.

I hope that you will:
Look at how this was allowed to happen;
Re-assess my needs in accordance with the deafblind guidance; and
Develop a policy to ensure that all deafblind people are assessed in accordance with the guidance.

I look forward to your response.

Yours sincerely,

Tim Smith

British Sign Language (BSL) version with subtitles