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Complaints process

The easiest way of making a complaint is usually to speak to a member of staff at the Brook service. They should give you the opportunity to speak in private.

This should be dealt with immediately and you should get an explanation or an apology.

If you are not happy with the explanation or apology then you can speak directly to the Complaints Manager. Details of your local Complaints Manager can be found by emailing admin@brook.org.uk.

If you don’t want your name to be passed on to the Complaints Manager, it will make it difficult for us to let you know what we are doing to put things right, but it will still be looked into as far as possible.

If you want to make a written complaint you will be given a complaints form. You can also make a complaint by writing a letter or email addressed to the Complaints Manager.

The Complaints manager will acknowledge your complaint within three working days (two in Northern Ireland) and they will explain the timescales for investigating and responding to your complaint. You will also be given information about how to arrange independent support when making your complaint. Please see below for information on who can help you make a complaint. 

You will be offered the opportunity to speak to the Complaints Manager, either face-to-face or over the telephone, to talk about how the complaint will be handled and what you would like Brook to do to put things right. If you don’t want to discuss it, you should still receive an explanation of how your complaint will be investigated.

A full written response, checked and signed by the Chief Executive, will be sent to you within 20 working days. The report will summarise:

  • Your complaint
  • How it was investigated
  • The conclusions
  • Any action that has or will be taken

If it is not possible to complete the investigation within 20 days, you will be sent a letter explaining why.

You will have the opportunity to discuss the outcome of your complaint and to give feedback, if you want to.

If you are unhappy with Brook’s response we will give you details of how you can get your complaint independently reviewed.

Who can help you make a complaint

  • In Northern Ireland: You have the right to assistance from The Patient and Client Council. Telephone: 0800 917 0222. Email: info.pcc@hscni.net
  • In Scotland: You have the right to assistance from the Patient Advice and Support Service provided by the Scottish Citizens Advice Bureau.
  • In England: Brook will offer to arrange an advocate if you need support to make a complaint.