But people with a genuine grievance need to know how to complain, how to get an explanation and how to get redress. This step by step guide explains the complaints process. Knowing what you want will determine your next step. If you want financial compensation, for example, you will have to go to court. The informal complaint Most complaints are made verbally at the time of the alleged wrongdoing or soon after and are settled quickly with an apology or an explanation.
Communication breakdown is a common cause.
Making a record of your complaint Write down an account of any complaint you want to take further. The longer you leave it, the more likely you will forget important details. The Patient's Charter It is your right, under the Patient's Charter, to make a complaint about your treatment and to receive a full and prompt written reply. You can also complain on behalf of someone else, such as a child or someone who is too ill or too old to complain themselves. If they are capable of lodging a complaint themselves, you must have their permission to do so.