Making a complaint to your local authority or the NHS about a service you've received (or not received) can be difficult and stressful. Having a few points to focus on may make the process easier for you and the person who deals with your complaint.

Before making the complaint

  • Ask for a copy of the organisation's complaints procedure. This should give you information about who to contact and how, eg an address, phone number or email address.
  • Complaints procedures vary at different organisations. Find out what the specific complaints process is for the organisation you want to make a complaint to, and who you should contact.
  • Take time to think about your complaint. Make some notes or talk it through with someone so that you know what you want to say.
  • Decide whether you want to make the complaint by letter, email or phone.
  • If you decide to make the complaint by phone, write down all the points that you want to mention so that you don't forget anything.

Making the complaint

  • Be clear that you're making a complaint and that you want it to be put through the complaints process.
  • Be calm and assertive. Although it can be difficult, it's important not to become too emotional or angry.
  • Be concise, factual and to the point about what has happened and how you (or the person you care for) has been affected.
  • If possible, refer to dates, times, names and places as this will make it easier for your complaint to be investigated.
  • It's best to be as brief as possible in your letter/email while making sure that you mention all the relevant information you need to. 
  • Try not to repeat yourself too much.
  • Give a little background information. Explain briefly (about a paragraph) about your needs (or the needs of the person you care for); the support you need; why it is important that you get this support; what would happen without the support (how would you cope or manage?).
  • You should then start to discuss your complaint in detail. If you're making a complaint about several issues, you could bullet point each one.
  • After each bullet point or at the end of your letter, explain what you want to happen as a result of making the complaint. For example:

    • a decision is reviewed
    • a service is provided
    • a specific action is carried out
    • you are given an apology or an explanation
    • you are given compensation
    • certain practices and procedures at the organisation are reviewed.

  • It's best to be realistic about what you'd like to happen as a result of your complaint. The requests you make should be proportionate to the issues you're complaining about.
  • If you have any letters or reports that can provide supporting evidence, you can enclose copies with your letter of complaint. Don't send the originals.
  • If you know of any professionals involved in the situation who support your case, you can ask them to provide some supporting evidence and enclose this with your letter of complaint.
  • If you can, get a family member or friend to read your letter before you send it to check that it is understandable.
  • If you're making the complaint by phone, make sure that the person you speak to has understood everything correctly.
  • Take the name of the person you speak to and make a note of what they say.

After you make the complaint

  • It may take some time to deal with your complaint, but you should be told roughly when you can expect a reply. Don't be afraid to politely chase up the complaint if you haven’t heard anything for a while.

More information about making a complaint

For more information about complaints, see:

Printed copies are available from our Autism Helpline. Tel: 0808 800 4104 (open Monday-Friday, 10am-4pm). Calls are free from landlines and most mobiles.