Social Services - Comments, Compliments & Complaints

We aim to provide good quality services for local people and visitors. Each year we review the number of complaints we receive so that our services can be continually improved and developed.

Definition of a complaint

Complaints are generally defined as 'an expression of dissatisfaction or disquiet about the actions, decisions or apparent failings of a local authority's adults social services provision, which requires a response'.

Step 1 - Making a complaint - Local Resolution

If you are unhappy with the service you receive, the first step is to tell the people who provide the service. It is helpful if you can write it down but talking to us is fine. It is also okay to ask a friend or relative to speak on your behalf. You can complain directly to the relevant Social 'Service Unit' by contacting the dedicated Complaints Manager. You can do this in a number of ways:

Comments and Complaints Officers

There are other organisations who may be able to help you to get your point across too - the Citizens Advice Bureau link will open in new window can advise you.

Responding to your complaint

  • We will listen carefully to what you say and try to resolve complaints as they arise.
  • It is helpful if you can say what you want to happen.
  • We will acknowledge your complaint within 4 days. You will be told who is dealing with the matter.
  • We will make enquiries and write to you within 10 working days and tell you what we are doing to deal with your complaint.

The person dealing with your complaint is expected to talk to the staff concerned, to read any records held and may wish to talk to you or your representative.

Step 2 - If you are unhappy with the response

If your complaint has not been resolved, or you are not satisfied with the response and you wish to take the matter further, contact the Complaints Manager or tell the person dealing with your complaint within 20 working days. When you do this:

  • Please be clear about which aspects of your complaint remains unresolved and say what you want to happen.
  • Arrangements will be made for your complaint to be investigated (this will be by someone not responsible for directly providing your services).

If your complaint is from, or on behalf of a child we may also appoint someone who is not employed by us to accompany the Investigating Officer as an independent person.

Investigation Process

  • The person investigating your complaint (and the independent person if there is one) will want to speak to you and the other people involved.
  • They will read any letters or other records.
  • A draft report will be prepared and shared to check for factual accuracy.
  • A final report will then be produced, including conclusions and recommendations.
  • A principal officer will receive the report and then make a formal response to your complaint. You can expect this response and a copy of the report.

We aim to complete this stage of the complaints procedure within 25 working days. If there is a delay you will be told why and given the date when you will receive the formal response.

Stage 3 - If you are still unhappy

Again, if you are unhappy with the formal response you can ask for a Review Panel to hear your complaint.

You must make this request within 20 working days of receiving the formal response.

The Review Panel will meet within 30 working days of your request and you will need to try to be clear about the particular matter you want the Review Panel to consider.

Review Panels

Complaints Review Panels consist of three people who are independent of the Council.

You will receive at least 10 days notice of the meeting. You can bring someone to support you, or to speak on your behalf and we will also nominate an officer to represent the Council.

The person who investigated your complaint at Stage 2 and the Complaint Manager, wil also be present, as will other council officers who will assist during the day.

The Panel will want to ensure that you have the opportunity to present your complaint fully. It is sometimes helpful if you can write down the main points you want to make and send these to us. They can then be included with the papers circulated to panel members before the meeting.

After hearing all sides and having asked their questions, the Panel will consider what has been said and their recommendations will be sent to you within 5 working days. The Head of Service will then reconsider the formal response to you, in light of the Panel's comments, and will write to you within 15 working days of receiving the panel recommendations with the final reply to your complaint.

Further Alternative Steps

If you remain unhappy after the final response to your complaint, you can refer it to:

  • the Local Government Ombudsman who is entirely independent from the Council. The Ombudsman can investigate a complaint regarding delay, unfairness, inefficiency or a similar defect in the way a decision is reached by the Council (but not the merits of the decision itself). The Ombudsman will not normally make an investigation until the Council has had a chance to resolve the matter locally through its own Complaints Procedure.

A leaflet explaining what the Ombudsman can and can't do and how to refer a complaint can be obtained from the Complaints Officers or the Local Government Ombudsman at:

Local Government Ombudsman, The Oaks No 2, Westwood Way, Westwood Business Park, Coventry, CV4 8JB. Tel: 0247 682 0000 or email: enquiries.coventry@lgo.org.uk



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