If your concerns can’t be immediately resolved, we can register them as a formal complaint. We will acknowledge receipt of a complaint within three working days.
We will then:
If you make your complaint by phone we will send you a written record of your complaint and give you the opportunity to amend it if required.
Usually, your complaint will be investigated by the manager of the service you are complaining about and they will respond to you. Sometimes this is not appropriate, and in those cases a member of the Social Care Customer Relations Team will discuss this with you and agree a more appropriate way forward. Depending on the complexity of your complaint, this may include an independent investigation and a response from a more senior social care manager.
Our process for resolving your complaint is structured around listening, responding and improving. This helps us to take a more active approach in asking for people’s
views, deal with complaints more effectively and use the information we receive to learn and improve.
When we receive a complaint, we will:
To resolve your complaint, we will:
As a result of any complaint, we will:
If you are still unhappy you can speak to the manager who responded to your complaint.
If you remain unhappy with our final response you can refer your complaint to the Local Government Ombudsman.
Phone: 0300 061 0614
Write: The Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH
Our complaints procedure is regulated by The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 and The Local Authority Social Services and National Health Service Complaints (England) (Amendment) Regulations 2009 . These regulations allow us to be flexible in dealing with your complaint – they do not prescribe specific timescales or methods of resolution, as long as we agree a complaint resolution plan with you at the outset.
This page was last modified: 17th Feb 2015