Better Together information pack: 14 How can I tell Mencap what I think about the support my family member or friend receives?
The Better Together pack has been split into different documents, each covering a different area of information about Mencap and our services; including how we work with the people we support, and the importance of building and maintaining strong
relationships
Relationships are about the people in your life. You might have different types of relationships like friendships, family relationships, or a boyfriend or girlfriend.
with their family and friends.
Unless stated otherwise, all sections of the information pack are applicable to England, Wales and Northern Ireland.
This final page follows the General Data Protection Regulation (GDPR) section of the Better Together information pack.
How can I tell Mencap what I think about the support my family member or friend receives?
We know how important it is to listen and learn from the people we support, their families, friends and others, about what we are doing well, and how we can do better. We actively encourage compliments and complaints to help us to do this.
How to make a complaint, give a compliment or give feedback?
We want to use any opportunity we can to learn how to do things better.
In order to help us to do this, you can:
- Tell us when you think we are doing something really well
- Share your ideas about how we can do something better or differently
- Make a complaint if you think we need to solve something.
Complaints and compliments are useful tools to help us understand what we are doing
well, and what we need to improve.
Complaints
Why make a complaint:
You might want to make a complaint for a number of reasons, for example:
- You might feel that a colleague, or a team are doing something wrong
- You might feel we’re not supporting your family member or friend in the right way
- You might feel that your family member or friend is being put at risk
- You might feel we’re not taking your views or feelings into account, or not involving you in the things that you want to be
involved
Involved is being included in something or taking part in something.
in - You might feel that we, or someone in our team is discriminating against you or your family member or friend.
When to complain:
It is helpful if you complain as early as possible so we can solve things quickly. You might be able to solve things informally with the local team, but if this isn’t working or you are not satisfied with the outcome then you can follow our formal complaints procedure.
How to make a complaint:
Informal complaints:
In the first instance, you might want to speak to the local team or Area Operations
Manager
A manager is a boss at work. They tell you what you need to do and give you support if you need it.
about the issue, to raise your concerns with them directly, and discuss what you would like them to do. This would be informal but they may decide that they need to treat it as a formal complaint and begin the formal complaints process; they will notify you if they do.
Formal complaints:
If you’re not satisfied with the outcome of an informal complaint, or would like to raise the issue through our formal procedure yourself, you can:
- Complete our online form at: www.mencap.org.uk/feedback
- Phone: 08081 968424
- Write to: Mencap Offices, 6, Cyrus Way, Hampton. Peterborough PE7 8HP
What will we do if you make a complaint:
If you make a complaint to Mencap, we will do our best to sort it out as quickly as we can.
We will:
- Send you a copy of our complaints policy to read for information.
- Let you know that we have received your complaint within 3 working days and may contact you for further information to help us to look into it.
- Within 25 working days we will try to ensure your complaint has been answered. We will tell you if we need some more time, and why.
If you would like to share your complaint with one of our regulators, you can contact:
The Care Quality Commission (CQC) in England
Call 0300 0616161
Email enquiries@cqc.org.uk
The Care and Social Services Inspectorate Wales (CCSIW)
Call 01443 848450
Email ccsiw@wales.gsi.gov.uk
OFSTED, In England about our children’s services
Call 0300 1231231
Email enquiries@ofsted.gov.uk
RQIA, in Northern Ireland
Call 028 90517500
Email info@rqia.org.uk
If you are not satisfied with the outcome of a complaint, please let us know. We can signpost you to the local
ombudsman
An ombudsman is someone who can help you if you have complained about a service, like a hospital. If you think that the service has not looked at your complaint properly, you can take your complaint to the ombudsman. The ombudsman is an independent person who will look at your complaint.
to take your complaint further.