1) The first thing we do when we get a complaint is review all the information you give us to see if we can look at it. 

We are guided by the Ombudsman for Children Act 2002, which includes over 180 additional public service providers under our remit. We may also be able to look at a complaint if an agency is State funded.

Sometimes complaints come too us too early and we encourage complainants to go back to the public body so that they can complete the local complaints process and resolve the issue if possible. 

2) What happens after I make a complaint?

We will let you know we’ve received your complaint within ? days. 

When making a complaint

• We do not take sides
• We need as much information as possible
• We will consider if the organisation acted in a way that was unfair and negatively affected the child
• We will try to resolve the issue as early as possible
• We ma investigate further and make recommendations to help correct the issue

3) Including children in the Complaints Process

We have a duty, as much as we can, to ensure that a child or young person’s wishes are considered in line with their age and understanding. In each complaint, we must decide if, when and how to gather the views of the child or children concerned. We ask them about their experiences, their opinion on what has happened and what they would like to change.