Complaints Policy

We welcome feedback and complaints. They help us put things right, understand people’s experiences and improve our services.

You will not be treated less favourably because you make a complaint. Making a complaint is free.

You do not need to complete a form

You can complain verbally or in writing. You may speak to a member of staff, telephone us, email us or write to us.

How to complain

  • Speak to us: Tell any Middletown Centre for Autism staff member that you want to make a complaint.
  • Telephone: +44 (0)28 3751 5750
  • Email: admin@middletownautism.com
  • Post:
    Complaints Coordinator
    Middletown Centre for Autism
    35 Church Street
    Middletown
    County Armagh
    BT60 4HZ

Please do not include sensitive personal information in your first email. Send your name and safe contact details and ask us to contact you securely.

What to tell us

Please tell us, as far as you can:

  • what happened, where and when;
  • which service or people were involved;
  • how this affected you or the person you represent;
  • what you have already done to try to resolve the issue; and
  • what you would like us to do.

We will still help you make a complaint if you cannot provide all of this information.

What happens next

We record every complaint, including complaints resolved quickly through a conversation. This helps us make sure agreed actions are completed and learning is not lost.

Stage 1: frontline response

A relevant line manager or service manager will normally speak with you to understand what happened, clarify what you would like us to do and try to resolve the matter.

We will provide a decision or agreed resolution within 5 working days.

In exceptional circumstances, Stage 1 may be extended by up to a further 5 working days. We will explain why and give you a revised response date.

Stage 2: investigation

You may ask for a Stage 2 investigation if you remain dissatisfied after Stage 1 or if Stage 1 has been unreasonably delayed.

Please request Stage 2 within 30 working days of the Stage 1 response.

We will acknowledge your request within 3 working days and normally provide our final response within 20 working days.

If more time is needed for a fair and thorough investigation, we will explain why, give you a revised date and keep you updated.

Help and accessibility

Please tell us what would help you use the complaints process. Support may include:

  • help to explain or record your complaint;
  • a telephone, video or face-to-face conversation;
  • Easy Read, large print, audio or another accessible format;
  • translation or interpretation;
  • more time or breaks during meetings;
  • support from a representative, advocate or trusted person; or
  • a neutral contact if you feel unable to complain directly to the staff involved.

Reasonable adjustments and communication support needed to use the complaints process will be provided free of charge.

If you remain dissatisfied

After you receive our final Stage 2 response, you may ask the Northern Ireland Public Services Ombudsman (NIPSO) to consider your complaint. NIPSO is independent and its service is free.

Read our complaints documents

This webpage is a summary. You can also read or download:

Approved by: Middletown Centre for Autism Board
Approval date: 9 October 2026
Effective from: 1 January 2027