How To Make A Complaint to a Public Body

If you would like to make a complaint, here are some tips that may help:

If you are unhappy with the service you were given:

• Tell the public service provider you are unhappy with the service ad explain why.
• Tell them what happened and what you think should have happened instead.

If you remain unhappy with the public provider’s response:

• Ask them how you can make a complaint about that response locally
• Please note most services will have a website that should include their complaints policy and guidance.
• Ask for the name of the person you should complain to
• Be very clear in describing what you think has gone wrong
• Tell them how you think they can make things right
• Ask for help to make your complaint if you have a specific need, disability or difficulty reading or writing.

What you should put in your complaint

• Facts are more important than opinions, so stick to the facts
• Tell them what happened, who was involved and when it happened
• If you have already tried to sort it out, tell them what you have done so far
• Explain why you are unhappy and what you would like done to fix the problem.
• Include any evidence you have, for example letters, emails, reports, copies of correspondence any anything else that explains what happened
• Provide your contact details and a mobile number, of possible.

What you should not put in your complaint

• Never make offensive remarks about the people you have been dealing with
• Don’t include any personal views unless you have evidence to support them

What information should be in your complaint

• The name of the person you are writing to if you know it
• Their job title
• The name and address of the public service provider (where the person works)

Example of a letter or email making a complaint

Dear (name of the person you are writing to)

I would like to complain about…

In this next part

• Explain clearly what happened, when it happened and what you have done to try and sort things out
• If you have already tried to sort it out, tell them what you have done so far
• Explain why you are unhappy and what you would like done to fix the problem.
• Include any evidence you have, for example letters, emails, reports, copies of correspondence any anything else that explains what happened
• Provide your contact details and a mobile number, of possible.
• Ask them to contact you by a reasonable, specific date – tell them if you would prefer to be contacted by phone, email or letter – and make sure you include their contact details
• If the person you are writing to is not someone who can sort out the problem, ask them to explain why they can’t help and whether there is someone else you can complain to

Yours sincerely

Put your name, phone and email contact details here