Sometimes things go wrong. When they do we need to know, so we can
put them right.
You can complain
- About any part of the service we
offer you which you are not happy with.
- If there is a service or
assessment you think you need that we have not offered
- If any action, attitude or
behaviour of a member of staff has affected you, or someone close
- About any other matter
reasonably connected with the exercise of the Council's social
when we receive your complaint:
We will acknowledge your complaint
within 3 working days. We will then contact you to discuss
your complaint, what outcomes you want to achieve, the best method
of dealing with it, and timescales.
There are a number of methods we can
use to try and resolve your complaint, including referring it to
the Team Manager responsible for the service, holding a meeting to
discuss your concerns and seek a solution, conciliation, or
If we have agreed a method of dealing
with your complaint, but it becomes apparent that your complaint is
more complex or serious, then we may suggest a better method to
use. For example if your complaint is referred to the Team
Manager for a quick resolution, but it is found that there are some
more serious aspects to the complaint, then we may suggest
conducting an investigation instead to ensure that we deal with
your concerns thoroughly, and try to achieve an appropriate
Once we have dealt with your complaint
a response letter will be sent to you within the agreed timescales.
If an investigation is carried out then you will also receive
a copy of the report.
If after this you are dissatisfied with
the Council's response to your complaint you can go to the Local
Other ways to
You can discuss your complaint with
your local County Councillor or MP (addresses from the county
council, your local CAB or library). Or you can go directly to
Government Ombudsman at: PO Box 4771, Coventry CV4
0EH. Tel: 0845 602 1983.
However, the Ombudsman will expect you to have given the Social
Care Services a chance to deal with it first.
For independent help: Contact Onside Independent
Advocacy (01905 27525)
Want to know more?
If you want more information or help, please ring the Consumer
Relations Officer (Adult Social Care
Services). Tel: 01905 766365
Adult Social Care Complaints Forms
Children's Social Care Complaints Forms
Corporate Complaints Form
This page was last reviewed 15 May 2013 at 16:43.
The page is next due for review 11 November 2014.