Complaints - procedure

Social care compliments, comments and complaints
Making a complaint
Complaints policy
Complaints procedure
Who to contact
Exceptions
Ombudsman Report

Introduction

Your compliments, suggestions or complaints help us make our services better for you.

We will ensure that you will not be treated unfavourably if you use your right to complain or make suggestions
We will acknowledge promptly and reply within a set time, or agree an extension with you where this is not possible
We will carefully look into your concerns and comments
If we have made a mistake we will apologise and try to put matters right

How to make a compliment, suggestion or complaint

If you have a compliment, suggestion or a complaint, please let any member of our staff know. They will pass the information to the right person.

If you would like to make it in writing, please contact the social services complaints manager by filling out the online form 'social service feedback' under do it online. There is also a form in Word format which you can print off, fill in and post to us, or if you would rather, contact social services for adults and ask us to send you one.

If you are a child or young person you can contact NCH Rightfully Yours for help. Look at their web page to find out more.

More on complaints

You may make a complaint about any service which we provide directly, or any services we arrange or buy for you. These include home care, social work, day care and residential care. You may also make a complaint if you are refused a service, which you think you should receive. You may make complaints about services for children or adults.

Your complaint might be about:

decisions made about services
quality of services
conduct or attitude of staff
assessment of or support for carers
delays

Who can make a complaint

You may make a complaint about a service you receive or have applied for
A relative or friend can make a complaint on your behalf
Carers may make complaints in their own right

How to make a complaint and solve the problem

As a first step you are encouraged to try to discuss your complaint with the member of staff you normally deal with. If you prefer, please contact their manager instead.

If you are not happy about speaking to staff or their manager, or if staff or their manager are not able to sort the problem out for you, you can contact the social services complaints manager as described above.

If you are a child or young person NCH Rightfully Yours can help you make a complaint or even do it for you. Look at their web page to find out more.

Alternatively you may contact your local Councillor, MP, or a voluntary organisation and ask them to help you. However, we would prefer to hear from you first.

You may also write to the Local Government Ombudsman using the details given below.

NB: You may write to the Ombudsman at any time during a complaint. However, it is likely that you will be asked to wait until the council's procedure is completed before the Ombudsman will consider any action.

Translations

To obtain information in your own language, you or your representative should contact your nearest office. Our staff will provide the required information or will be able to put you in touch with someone who can help you. See Contact Us for your nearest office or phone General Enquiries.