Stages of the Social Services complaints procedure

What will you do with my complaint?

Stage 1

We aim to answer your complaint in full within 10 working days. However, some complaints may take longer to resolve. If you have had no response after 20 working days you have the right to proceed to Stage 2.

We hope to deal with all the issues in your complaint. You will always receive a written answer.

What if I don’t like your response?

We would like to speak with you about our response to see if we can resolve any problems. If we can’t, you have the right to take your complaint further.

Stage 2

Please contact the manager you’ve been dealing with, or the Complaints Manager.

We will then start a full investigation. This means that someone with no previous dealings in your complaint will investigate and write a report. Normally this person will meet with you first.

The report will be read by the Assistant Director of the department. S/he will then send you the report in full, along with a letter giving you his or her views on it. This is called the Adjudication.

You will be invited to meet the Assistant Director and the Complaints Manager at the end of Stage 2. This is the Adjudication Meeting.

We aim to complete this stage within 25 working days of receiving your complaint at Stage 2. Where that isn’t possible we will be in touch to explain why.

What if I don’t agree with this outcome?

Stage 3

Let the Complaints Manager know as soon as possible.

He will organise a Review Panel, made up of three people and chaired by someone wholly independent. The Panel will take a fresh look at your complaint and you will be invited to put your complaint to them in person.

We aim to hold the Panel within 30 working days of your request. The Complaints Manager will talk to you about a convenient date.

The Panel will make recommendations to the Director of Adult and Community Services within 5 days. The Director will then write to you within another 15 working days, explaining their position.