How to make a complaint
We want you to feel safe, respected, and happy with our services. Sometimes things go wrong. You have the right to speak up.
You can tell us:
- If you are happy with something (a compliment)
- If you have an idea (a comment)
- If something is wrong (a complaint)
Who can complain?
- Children and young people
- Parents, carers, family
- Anyone who uses our services
- A friend, advocate, or supporter (with your permission)
Steps to complain:
- Step 1: Talk to us – Tell a staff member or volunteer what is wrong. They will listen and try to fix it quickly.
- Step 2: Make a formal complaint – Phone 028 3083 5764 / Email allison@bolstercommunity.org / Write to us at Allison Slater, Bolster Community, Head of Operations & Development, Unit 1 Whitegates Business Park, Newry, BT35 6UA – We will reply in 5 working days and give an answer in 20 working days.
- Step 3: Ask for a review – Not happy with the answer? Ask the CEO and Trustees to look again.
- Step 4 – Ask for help outside of Bolster Community – Contact NIPSO (Ombudsman), NICCY (if child/young person), or HSC Trust/Police if unsafe.
Keeping you safe
- If your complaint is about harm, abuse or danger we will use our Safeguarding policy.
- We will tell the right people (e.g. Social Service or Police) to keep you safe.
Support
- You can ask someone you trust to help you complain
- We can help you find an advocate or Patient & Client Council for support
- You will never be treated badly for making a complaint
What happens next?
- We will write your complaint in our confidential log
- We will keep it private and only share with people who need to know
- We will use our complaints to make our services better
Remember
- It is always okay to complain
- We will listen
- We will try to make things right
- Complaining helps us to improve for everyone