Delays in dealing with complaints can add to tension and generate further resentment. If you can’t respond quickly, let the consumer know as soon as possible.

Provide all relevant documents when requested.

Aim to make progress towards resolving the complaint within 30 days of receipt.

Ask questions to ensure you understand the complaint.

Check if the complainant needs interpreter services and ask if they would like a friend or relative to support them.

Genuinely consider points put forward by the complainant.

Ask the complainant what they want as an outcome.

Make sure you have all the necessary records, reports and other relevant information.

Keep the consumer’s service records separate from the complaint. This protects everyone’s privacy and minimises difficulties where other practitioners provide services to the consumer.

Complaints should be managed confidentially. Minimise the number of staff who are involved or aware of the complaint.

It is preferable to meet on neutral territory where everyone feels comfortable. Also, try to ensure interruptions and disruptions are minimised.

Make sure that you set realistic time frames about offers or agreed actions. If unexpected events arise which make it difficult to honour previous arrangements, notify the complainant as soon as possible.

There may be times when it is unrealistic or not appropriate for you to deal with a complaint personally.

Complaints involving distressed or aggressive people, complex situations involving multiple service providers, or allegations of assault or sexual misconduct, are examples of situations where seeking advice is recommended.

Advice can be obtained from a respected colleague, your employer, a professional association, an indemnity/insurance body or from the HCSCC.

Read our fact sheet - Complaints management, tips for service providers .