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.