How you can give feedback to Brook:
You can give feedback, make a comment, suggestion or complaint in the following ways:
- Face-to-face with a member of Brook staff
- Over the phone by calling your local service or Complaints Manager
- Write a letter to your local Complaints Manager
- Send an email to your local Complaints Manager - email firstname.lastname@example.org
- Put a comment in the comments box in your local service
Who can make a complaint?
- If you currently use Brook services
- If you have used Brook services in the past
- If you give your consent for someone else to make a complaint for you
- If you are under 16 you still have the same rights to complain as everyone else.
When can I make a complaint?
You can make a complaint as soon as something happens that you’re not happy about. If you don’t make a complaint straight away, you can still complain:
- Up to 12 months after it happened
- Up to 12 months after you became aware of the problem.
Who can I make a complaint to?
- Any member of Brook staff
- The Complaints Manager
- In England, complaints can be made to the Local Authority that commissions the service.
How will complaints be handled?
- be thoroughly investigated and dealt with quickly
- be responded to in full, however they are made
- if Brook has made a mistake we will apologise, explain what went wrong and put things right quickly and effectively
- if you're unhappy with Brook’s response we will give you details of how you can get your complaint independently reviewed
- Brook will create improvement action plans to stop things from going wrong again.
Your right to confidentiality is of the highest importance to us.
- You have the same rights to confidentiality during the complaints process as normal, even if you’re under 16
- Complaints will be kept totally separate from client records, so you will not be treated any differently
- If you want someone else to make a complaint for you, we will need to make 100% certain that the person has your consent to make the complaint on your behalf, so we would need to talk to you, in the first instance.