Making a
Complaint
www.positive-futures.net
ACHIEVING DREAMS. TRANSFORMING LIVES.
This leaflet is intended is for carers
or representatives who may register
a complaint on behalf of a person
supported by Positive Futures. It is also
available for other external parties,
such as suppliers, who wish to make a
complaint about Positive Futures.
We want people to tell us when they
are unhappy about our services so that
we can make any changes needed and
develop and improve our approach.
What is a complaint?
A complaint is defined as
“an expression of dissatisfaction
that requires a response”.
In Positive Futures this applies
to any services we provide.
POSITIVE FUTURES  MAKING A COMPLAINT
MAKING A COMPLAINT TO POSITIVE FUTURES
We want to address any issues
quickly and hope your concerns
can be resolved by speakin
with a member of sta.
If you want to make a formal
complaint, we will work to resolve
your concern in line with our
Complaints Policy and Procedure.
We encourae you to put any
complaint in writin to us.
You can make a complaint to
Positive Futures by:
Email to
complaints@positive-futures.net
Post to The Executive Director,
Positive Futures, 2b Park Drive,
Banor, BT20 4JZ
Phone on 028 9147 5720 or your
local service oce
Speaking to a member of sta.
HOW POSITIVE FUTURES WILL HANDLE YOUR COMPLAINT
We will let you know we received
your complaint within 2 workin
days and name the person
dealin with your complaint.
We will investiate your complaint
and respond within 20 workin
days from when we received it.
We will try to deal with minor
matters riht away.
A manaer, who is not involved
in the issue you are raisin,
will investiate your concerns.
We will involve you, where
possible, in decisions about how
your complaint is handled.
You can chane your mind and
withdraw your complaint at any
time – when this happens, we may
still decide to look into it.
We will tell you the outcome
of the investiation and try to
find a solution that you and
Positive Futures are happy with.
If you aren’t happy with our
process, you can ask us to review
how we handled your complaint.
You can also contact the external
bodies opposite.
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POSITIVE FUTURES  MAKING A COMPLAINT
MAKING A COMPLAINT TO AN EXTERNAL BODY
For people supported by some
Positive Futures services, there are
also external bodies or people who
can receive complaints about our
services.
Health and Social Care Trust
If your Positive Futures support
was arraned throuh a Health and
Social Care Trust, you may wish to
complain to the Health and Social
Care Trust.
RQIA
RQIA is the reulator for Supported
Livin Services, Families Matter
Shared Lives and the residential
Short Break Service and has an
oversiht role for complaints
about these services. While RQIA
does not investiate complaints,
and enerally recommend you
contact Positive Futures first
about your concerns, RQIA may
intervene if there is a possible
breach of reulations.
Services funded by
Supporting People
Some Positive Futures services
receive fundin throuh the
Northern Ireland Housin
Executive’s (NIHE) Supportin
People Proramme. NIHE also has a
complaints procedure.
Elected representative
You may also choose to raise
concerns throuh an elected
representative, for example, an MLA
or an MP.
Northern Ireland Ombudsman
The NI Ombudsman can also deal
with complaints about services
that are bein provided on behalf
of a public body – in Positive
Futures, this means a service
commissioned by a Health and
Social Care Trust or funded throuh
the NIHE’s Supportin People
proramme. The NI Ombudsman
enerally recommends you contact
Positive Futures first about your
concerns, however, in exceptional
circumstances, the Ombudsman
may accept a complaint before you
have completed Positive Futures’
internal complaints process.
CONTACT DETAILS FOR HEALTH AND SOCIAL CARE TRUSTS
Belfast Health and Social Care Trust
Tel: 028 9504 8000 | Email: [email protected]
Northern Health and Social Care Trust
Tel: 028 9442 4655 | Email: user[email protected]
Southern Health and Social Care Trust
Tel: 028 3756 4600 | Email: serviceuser[email protected]
South Eastern Health and Social Care Trust
Tel: 028 9056 1427 | Email: [email protected]
Western Health and Social Care Trust
Tel: 028 7161 1226 | Email: [email protected]
CONTACT DETAILS FOR OTHER AGENCIES
The Regulation and Quality Improvement Authority
7th Floor Victoria House, 15-27 Gloucester Street, Belfast, BT1 4LS
Tel: 028 9536 1111 | Email: [email protected].uk
Supporting People / NIHE
The Housin Centre, 2 Adelaide Street, Belfast, BT2 8PB
Tel: 0344 892 0900 | Email: supportinpeople@nihe.ov.uk
The NI Ombudsman (Commissioner for Complaints for Northern Ireland)
Freepost NIPSO, Proressive House, 33 Wellinton Place, Belfast, BT1 6HN
Tel: 0800 34 34 24 (this is a Freephone number) | Email: nipso@nipso.or.uk
Patient and Client Council
5th Floor, 14-16 Great Victoria Street, Belfast, BT2 7BA
Tel: 0800 917 0222 | Email: info[email protected]
www.positive-futures.net
Reistered in NI as a company: No 29849.
Reistered with The Charity Commission for Northern Ireland: NIC101385.
@pftweets
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Head Oce
2b Park Drive, Banor, BT20 4JZ
028 9147 5720