Complaints from third party providers on behalf of service users

Organisations, such as local councils, may contract third-party providers to provide advice and support services in their area. These services are often run by charities and voluntary organisations and serve some of the most vulnerable people in our communities. 

It is important these providers are able to raise complaints about the organisation on behalf of the people they provide services to. Challenging the decisions and actions of public bodies, where justified, are a key part of advocacy and support services.

Complaints should be viewed as a positive measure of how these services provide support to local people. Organisations should consider including discussions about complaints raised on behalf of service users and complaint outcomes as part of any regular review of service provision.