SKILLS IN EXPRESSING YOUR COMPLAINT

How you express your complaint is as important as what you have to complain about.

•   Assertiveness skills are very useful when complaining. The calmer you can be the more chance you have of getting the people you are talking to to listen.

•   Think about your strategy – could your concern be sorted out in ways other than a formal complaint?

•   Always be clear as to what you want from making a complaint and what you want to be different.

•   Be prepared to be patient as complaints can take time to be investigated while people check out with others before making a judgement.

Be confident – you have a right to receive a satisfactory service and to speak up if it is not right for you

•   Bear in mind that sometimes when you are not happy about the way things are that they may not be able to be changed (e.g. it is a law) or that you may have misunderstood something. You still have a right to express your view on this though. Be prepared to ask for something to be explained more.

•   Remember that how something feels to you is what is important and if you feel that what has happened is not right then you have a right to complain and be fully heard in that complaint.

Things you could say to start talking about your complaint

“I don’t quite understand this………”

“Something happened that I don’t feel happy about…”

There may also be times when you want to express how good a service has been for you also. This can be a valuable process of acknowledging how you feel about something that has really helped you. It will also be very valued by those responsible for the service.

Created by Advocacy in Somerset - Registered Charity No. 1093096

Initially funded by the Childrens Rights Alliance for England’s
Ready Steady Change Programme

Upgrade in 2008 funded by the National Institute for Mental Health in England
and the Department of Health

Copyright © Advocacy in Somerset Ltd 2009