If you have any issue, concern or problem with an aspect of the service, member of staff or volunteer that leaves you feeling dissatisfied, you have the right to make a complaint about this informally, and if you are not satisfied with the response, formally.
We recognise that many concerns will be raised informally, and these will be dealt with quickly. We aim to resolve informal concerns quickly, keep matters low-key and where necessary and appropriate, enable mediation between the complainant and the individual to whom the complaint has been referred.
If you make a formal complaint, we will acknowledge it in writing; respond within a stated period of time; deal reasonably and sensitively with the complaint and take action where appropriate.
The document below sets out what a service user needs to do if they have a complaint about any aspect of the service. It also sets out how DRCSAS will deal with any complaint.