Social Services independent complaints review

How our complaint procedure works

Most complaints can be sorted out quickly to everyone's satisfaction. It is important however, that you know how to take your complaint further if necessary. When you make a complaint, there are three stages to the Complaints Procedure:

Stage 1

Your complaint will be passed to the manager responsible for the service to deal with to your satisfaction. 
We aim to resolve your complaint within 10 working days.

Your complaint will be overseen at all times by our Customer Relations and Complaints Relations and Complaints Manager so you always have a named contact.

Stage 2

If you remain dissatisfied with the outcome of your complaint you can ask for a further investigation. The investigation will be carried out by an independent person who is not directly involved with this service.

This officer will prepare a report, a copy of which will be sent to you, along with a response to your complaint and any recommendations, within 25 working days.

Stage 3

If you are still not satisfied, you have the right to ask for a further review, involving at least two independent people. This will be arranged to take place within 30 working days of your request.

The Customer Relations and Complaints Relations and Complaints Manager will advise you about this process.