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Complaints - social care services

What is a complaint?

A complaint can be a concern or problem about a service, a disagreement about a decision or a feeling of dissatisfaction on the part of any user of our services, their carers or someone acting on their behalf.

Making a complaint

If you are unhappy about a service, discuss the matter with the member of staff dealing with you. It may be sorted out immediately.

If you do not feel it is sorted out or you wish to discuss this with someone else, ask for the matter to be looked at by the manager of the team, home or day unit. It can be done in writing to the person or you can ask for a meeting.

If you do not feel you can talk to your worker or their manager you can go straight to the Head of Service but depending on the nature of the complaint the Head of Service may pass it on to the appropriate manager who is familiar with details of individual cases and local routines. Another Officer not involved in the matter may be asked to talk to you or to act as a mediator.

Do not forget that you can take a friend, close relative or someone you can trust to help as your representative or "advocate". There are also groups who may help you, or help you to decide the best way to complain.

Confidentiality

We want to hear your views so the nature and content of your complaint will be dealt with in strict confidence and will not be disclosed to anyone outside the process for dealing with it.

Taking it further

If you are not happy with the response you can register your complaint formally, either through the officer who has already dealt with your complaint or by telephone or letter to the Customer Relations Service.

Formally investigating a complaint takes some time and it involves the appointment of an investigating officer. If you are still dissatisfied you can take the complaint to a Review Panel.

You can also go to your Councillor or your MP at any time, or contact the Ombudsman.

Other systems for dealing with complaints?

Some complaints may be covered by different legislation or local authority system. You may need advice to find the right way to complain. This can be through your local Social Care Services Offices, Home or Centre or Customer Relations Service.

Complaints about residential services, some day care services for adults and some foster care services (including complaints from foster carers) can also be made to the Commission for Social Care Inspection and complaints about day care services for children can be made to OFSTED. The Customer Relations Service can tell you more about this.

Some decisions are made in Court, so you will need to discuss these with a Solicitor in order to decide whether to make an appeal.