Who can complain?
Anyone who receives, requests or is directly affected by our services, or a service contracted or commissioned by us, can make a complaint. This includes the representative of someone who is dissatisfied with our service (for example, a relative, friend, advocate or adviser). If you are making a complaint on behalf of someone else, this will normally require the person’s verbal or written consent. Please also read the sections on Getting help with you complaint and Consent.
How long do I have to make a complaint?
Normally you must make your complaint within six months of:
- the event you want to complain about, or
- finding out that you have a reason to complain
In exceptional circumstances (for example bereavement, poor health, communication difficulties, limited support or you may have only recently become aware of the issue(s) of concern) we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why. If we decide that, because of the time that has passed since the incident occurred, we cannot consider your complaint, we will confirm our rationale in writing.