I am in a lot of emotional pain

Past User

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Past User

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Azziman

Hey @Creativeboy23, firstly I'm sorry that you haven't received a reply so far. What you have to say does matter, and we are here to listen to you.

I can hear that you're frustrated by the complaint handler not turning up to the call as you agreed. When we agree a time with someone to do something, it can feel upsetting when that isn't respected because our time does matter.

I understand that the call handler then focussed on you contacting the wrong service rather than acknowledging your missed appointment. You expected to receive some empathy and understanding but instead was met with a rude response that sounded like it blamed you. It's not nice to feel blamed for something like this, especially after the initial frustration of a missed appointment.

I appreciate it's been some time since you posted this, but how have you been since this experience happened? Did you manage to speak to a complaint handler in the end? We're here to listen to you

Sian321

Hey @Creativeboy23 , how are you feeling this afternoon? I want to echo what @Azziman has shared above here - it sounds really frustrating to have had to chase up the complaint handler only to be then spoken to in a tone that felt rude and told you'd contacted the wrong department.

You had hoped the call handler would be more empathic to the fact that your appointment was missed in the first place, and just how labourous it can be sometimes as a patient to feel passed around all the different internal departments of an organisation.

I share Azziman's questions too - did you hear back from them in the end? How did the process of making the complaint go?