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Complaints Policy

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:

  1. If you are happy with something (a compliment)
  2. If you have an idea (a comment)
  3. 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