The first step to dealing with complaints is to make sure that your
service runs well and is responsive to clients/partners wishes. However,
there will be times when clients/partners are not satisfied with an
advocacy service. Although this is never very pleasant, a clear and
efficient complaints process makes it easier for everyone involved.

Clients/partners should:
- Be given information about the complaints procedure at an
  early point of contact with the service;
- Be told that they will not be treated badly by the service if they 
  make a complaint;
- Receive suitable support to make a complaint. 
 
Advocates should:
- Check how clients/partners feel about the advocacy process
  regularly and as a matter of course;
- Know about the complaints procedure and what to do if a
  client/partner wishes to make a complaint.

The co-ordinator/manager should:
- stablish a clear system for handling complaints;
- Make complaints information available to all who use the service;
- Know what to do if a complaint is upheld.
  The management committee/service should:
- Know about the complaints procedure and what to do if a 
  client/partner wishes to make a complaint;
- Ensure an appeals process is available;
- Ensure there are strategies for dealing with conflicts of
  interest or opinion between workers and management committee;
- Ensure that procedures exist, and are used, for handling
  complaints and misunderstandings between any workers.

Complaints
These are some indicators that could be used to show that a
service is serious about dealing with complaints effectively.

Information to clients/partners
- Initial information includes reference to complaints procedure;
- Clients/partners are given a copy of the complaints procedure
  on request;
- Clients/partners are assured that the service they receive
  will not suffer if they make a complaint. 
 
In the recording of information
- All complaints are recorded;
- A central record of complaints-both formal and informal is kept;
- The record of complaints is reviewed annually to identify
  outcomes and trends;
- Changes made to the service as a result of complaint are
  recorded.

In operation
- There is an external route through which clients/partners can 
  make complaints;
- There is a means of providing support to clients/partners 
  who wish to complain;
- The complaints procedure is stored with an external
  organisation.

Policy
- There is a complaints procedure;
- There is a disciplinary policy which includes dealing with 
  breach of confidentiality.
- There is a policy which deals with the action to be taken if
  someone is no longer thought suitable to be an advocate.
- All workers are aware of the complaints procedure and what
  they should do if someone has a complaint.
- There is a procedure for dealing with complaints
  between workers.
- There is a procedure for dealing with complaints
  between workers and management.