We want to know of any comments, suggestions or complaints you may have about the social care services provided by Adult’s or Children’s Social Care.
If you have concerns about our social care services then you have a right to complain.
The Social Care and Complaints Service manages the social care complaints procedure made by anyone receiving social care services or who are affected by the actions or decisions of Adults Social Care Social or Children Services.
Our aim is to improve the quality of service provision by listening and responding to the views of service users.
The Social Care Complaints Service operates a statutory complaints procedure: from 1 April 2009, the procedure is different for adult services and children's services.
Adult Social Care Services complaints procedure
- receive the complaint and acknowledge within 3 working days
- decide on appropriate complaints handling within 10 working days
- consider the complaint within 60 working days
- sign off within 15 working days
If you feel that you require the assistance of an advocacy service to support you through the complaints process, contact POhWER (Adults Advocacy Service), who may be able to help you. Telephone 0300 456 2370 or e-mail firstname.lastname@example.org
Children’s Services complaints procedure
There are three stages to the statutory complaints process:
Stage 1 - Local resolution: We expect to resolve the majority of our complaints at this point. A complaints officer will ensure your complaint is passed to the relevant senior manager for them to consider and provide you with a written response. This should be provided within 10 to 20 working days.
If you have not received a response within the timescale, or if you feel that your complaint has not been resolved at stage 1, you can request that your complaint is considered at stage 2.
Stage 2 – Investigation: An investigator (who may be independent) will work with an independent person to investigate your complaint. They will discuss your complaint with you and any desired outcomes you may have. The investigator will interview the staff involved in your complaint and view the relevant records and documents. The investigator will write a very detailed report to explain their findings. The report will show whether the investigator has upheld or not upheld your complaints, and it will include any recommendations the investigator may have for Children and Families.
The timescale for the investigation is 25 working days, although this may be extended to 65 working days.
Stage 3 - Review panel: If you are not satisfied with how we have handled your complaint at the end of stage 2, you can request that it is considered by a review panel. The panel consists of three independent people. Also in attendance at the panel will be the complainant and any advocate they may have, the investigator, the independent person and a senior manager from Children and Families. The panel will review the complaints process and it may make further recommendations.
Local Government Ombudsman: If you are still unhappy after stage 3, you can take your complaint to the Local Government Ombudsman: 0845 602 1983
Advocacy services may be available to any young person who needs or wishes to be supported through the complaints process. The Children’s Society can be contacted on 0808 901 9488, or at email@example.com.