Adult Social Care Complaints Procedure
Stage 1 - Informal resolution
Firstly, it is important for you to try and tell the people working with you or your family if you are unhappy with what is happening. This could include talking to your Care Manager or a member of staff. We will then try and sort out things with you. We will try to do this within 10 working days.
If you feel you can’t tell the people who are working with you, the Complaints Manager is available to ensure that you are listened to and will try to help you by talking things over with everyone concerned or in confidence with you if you wish.
If you wish to, you can immediately register a formal Stage 2 complaint by contacting the Complaints Manager using the details on the right. You should make your complaint as soon as possible as there may be a 12 month time limit on making a complaint.
Stage 2 - Formal complaint
If you are not satisfied with the answer at Stage 1, you have the right to make a formal complaint either in writing or verbally. You can give your complaint to a member of staff or the Complaints Manager. If you make the complaint verbally, it will be written down so that you can check to make sure it is accurate.
- How do I qualify to make a formal complaint under the statutory procedure?
You qualify if you are receiving a service from us or have been assessed as needing a service. Also, you qualify if you are not receiving a service but think that you should be.
You can also complain on behalf of someone else (generally a relative). Normally that person will be asked for their views on whether they wish to complain.
If you qualify to access the statutory complaints procedure, your complaint will be registered and the Complaints Manager will set up an investigation into your complaint.
If you do not qualify for a formal investigation, we will still look into the issues you have raised and make every effort to resolve your complaint.
- What will happen next?
If you qualify to access the statutory complaints procedure, an Investigating Officer is appointed. Generally this Investigating Officer is not a member of staff from Social Services. It is the responsibility of the Investigating Officer to make sure that your complaint is fully and fairly explored.
- Can I get any support and advice to make my complaint?
Yes, you can include any person you feel can offer you support or we can put you in touch with someone who works separately from Social Services.
- How will the complaint be investigated?
The Investigating Officer will want to meet with everyone involved, including you. He or she will also read any Social Services records about the events described in the complaint.
- What happens when the investigation is completed?
When the investigation is completed, we will write to you with the results of the investigation and any action Social Services will take. You may also be invited to come and talk to a Senior Manager about the response.
All of this should happen within 25 working days of your formal complaint being received. If it is felt that the investigation will take longer than 25 working days, it will be discussed with you and a new time limit set with your agreement. However, this should not be longer than 65 working days.
Stage 3 - review Panel hearing
If you are not satisfied with the outcome of your complaint, you have the right to take your complaint to a Review Panel Hearing. You have 20 working days to let the Complaints Manager know if you want to do this.
At the Hearing, your complaint will be reviewed by three people who are independent of Social Services.
The panel must meet within 20 working days of your request for it to take place.
The Senior Manager who replied to your complaint will also attend the Hearing.
- What happens at the Review Panel Hearing?
You will be asked to attend the Hearing or make a statement in writing if you wish. When you attend, you will be asked to tell the panel about the complaint and why you are not satisfied with the department’s response.
You can bring someone with you to offer you support or to represent you if you wish. The only exception to this is that it should not be a solicitor acting in an official capacity.
The Assistant Director who replied to your complaint will also attend the Hearing.
- What happens after the Review Panel Hearing?
The Panel will record its conclusions and recommendations, and the reasons for them, within 5 working days. The report will then be given to you, the Director of Social Services and any other people who attended the Hearing.
The Director of Social Services will decide on the actions to be taken in the light of the Panel’s recommendations and will write to tell you these within 15 working days.
Hopefully, by this stage, you will feel that your complaint has been fairly and fully investigated and you will be satisfied with the outcome.
- What if I am still unhappy?
You can take your concerns to the Local Government Ombudsman.
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