The Statutory Social Care Complaints Procedure

Stage One - Local resolution

  • when you make a complaint, you will receive a written acknowledgement within two working days. Where we can, we will tell you which manager will respond to your complaint.
  • the manager will provide you with a written response within ten working days; sometimes it may be easier to resolve a concern with a face-to-face meeting.
  • if the manager is unable to respond in writing within ten working days, the Response Service will contact you to arrange more time (up to 20 working days).
  • if your complaint involves other organisations, such as health, we will try to provide a joint response.

Stage Two - Formal Investigation

  • if you are not happy with the manager’s response, you can ask for an investigation under stage two of the complaints procedure.
  • if you want your complaint investigated at stage two, you must inform the response service within 20 working days of receiving the manager’s written response at stage one.
  • an Independent Investigating Officer and an Independent Person will be appointed to investigate your complaint and will meet with you to discuss your complaint.  
  • the investigating team will endeavour to complete the investigation within 25 working days. If this is not possible they will contact you to arrange more time (up to 65 working days).
  • you will receive a report from the Investigating Officer and Independent Person at the end of the investigation and our response to the findings of the investigation.

Stage Three - Panel review

  • if you do not agree with the findings and recommendations (if any) of the stage two investigation, you can ask for a review panel to consider your complaint. The Review Panel will not reinvestigate your complaints but consider whether the stage two investigation was satisfactory.
  • you will be required to submit a written request for a review panel within 20 working days of receiving the investigation report and response by the relevant director of the service
  • you will need to provide the following information in writing:
    • which parts of the report you do not agree with
    • whether you think there are any factual errors
    • why you think the response by the Council is unsatisfactory
    • what you want to happen to resolve your complaint

This is the end of the statutory procedure.

If you remain unhappy with the outcome of the review panel, you may contact the Local Government Ombudsman:

Address: The Local Government Ombudsman,PO Box 4771 Coventry, CV4 0EH.

Tel: 0300 061 0614 or 0845 602 1983
Email: advice@lgo.org.uk
Fax: 024 7682 0001
Web: www.lgo.org.uk