Compliments, Comments and Complaints

We value your feedback

Where we offer support, a compliment or suggestion can be raised in the following ways:

• Verbally to one of our colleagues
• In writing, either by letter or email
• Written into the Compliments book at residential support settings
• Placed in the suggestions box at residential support settings where available
• Use the form on our contact page

We don’t always get everything right first time.

If things go wrong it’s important that the people we support, families and friends know how to raise concerns with us.

We want everyone to feel confident that, whatever the complaint, it will be properly investigated and, where possible, the matter put right.

How do I make a complaint?

You can raise a concern informally with the local staff or manager. If you don’t want to do this, or your complaint remains unresolved after doing so, you can make a formal complaint via our contact page to Certitude’s Chief Executive, Aisling Duffy.

If you make a complaint, you can expect:

• your complaint to be properly investigated
• your complaint to be dealt with in a timely manner
• to be kept informed of the progress of your complaint and if timelines need to change
• to be informed of the outcome of your complaint
• that action will be taken if necessary
• that organisational learning will be captured and implemented as a result of your complaint

The below documents outline the procedure and what you can expect from the process for making an informal and formal complaint: