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Social services usually refers to statutory agencies who are by law responsible for the care, protection, health and well being of vulnerable people, including children and young people.
Social services is often used to describe the health and social care trusts in Northern Ireland. Health and social care trusts have some responsiblity for the welfare of children and young people. This includes caring for people at home, in hospitals, in residential homes and, children and young people who live with foster parents.
The law doesn't state precisely how social services should help you. This makes it difficult sometimes to challenge decisions about health and social care. Get advice if you think you have been treated unfairly by a health and social care trust. Challenging a decision by a health and social care trust is not always the best option.
Who can complain?
You can complain if:
- you have been affected by the decision,
- you will be affected by the decision,
- you are representing someone affected by the decision.
Get advice if the health and social care trust won't accept your complaint.
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Who should I complain to?
There are five health and social care trusts in Northern Ireland. If you have a complaint, you should inform a staff member in the health and social care trust where you live or were treated.
You must make your complaint within six months of the incident or treatment you are concerned about.
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What can I complain about?
You can complain if:
- the accommodation and services you are offered are not suitable,
- social services refuse to look into your situation to check whether you are entitled to help.
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What happens after I have made my complaint?
Before investigating your complaint, the health and social care trust should make sure that you are getting the support you need. The health and social care trust should acknowledge your complaint within two days. The health and social care trust will write with a decision.
How long will I have to wait for a reply?
The health and social care trust should investigate your complaint and write to you with the decision within four weeks. If you have been waiting longer than four weeks and the health and social trust doesn't explain the reasons for the delay, get advice.
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What can I do if I'm not happy with the decision?
If you aren't satisfied with the decision you receive from the health and social care trust, you can make your complaint again. The health and social care trust will look at the complaint again.
The health and social care trust must investigate your second complaint. This does not mean the second decision you receive will be different or in agreement with your complaint.
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Complain to the Northern Ireland Ombudsman
If you exhaust the health and social care trust's process and remain unhappy by the decision, you can make your complaint to the Northern Ireland Ombudsman. The Ombudsman is responsible for investigating complaints about government departments and government organisations in Northern Ireland.
Patient and Client Council
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