To be a first point of contact for enquiries, concerns, suggestions and complaints from service users, patients, carers, members of the public and staff referring them and signposting them to relevant agencies. To resolve concerns and queries from service users, carers, patients, members of the public many of which will be complex and/or sensitive - by analysing situations, problem solving effectively and mediation. Advise service users, patients and carers about the complaints process and how to access support to use the Trust complaints system