Social Services Representations and Complaints Procedure
Do you have a comment, compliment or complaint? - we really want to hear from you.
In Social Services we are always keen to know how we are doing and whether we can make improvements in our services to you.
We will always endeavour to resolve any difficulties informally by discussion with those directly responsible for the service. However, when this is not possible, we have a procedure that you can use. Want to know more? (Scroll down or click on one of the links below)
Do you have a comment, compliment or complaint?
How to make a comment or give a compliment (representation)
How to complain
Who can complain?
Assistance in making your complaint
Useful contacts
Download complaints leaflet for children aged 5 - 11 years old
Download complaints leaflet for children aged 11+
Do we need to know about something that could change things for the better?
You may have concerns about an aspect of the service you are receiving, although you don't necessarily want to complain formally. Let us know about it - we could learn from this and change things for the better.
Are we doing something well? - please tell us - we could use this to improve other services.
How to make a comment or give a compliment (representation)
Speak to a member of the staff with whom you have had contact or their Manager. They will listen to you and use the information you provide them, whether positive or negative, to improve services.
If you find it difficult to speak to the staff or their manager, speak to the Designated Complaints Officer. She will listen to you and pass on your views.
What if you want to complain?
People don't normally like complaining but unless we receive your concerns, we cannot make improvements. Just use our procedure - there are three stages:
Who can complain?
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Anyone whose request for a service has been refused |
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Anyone complaining on behalf of a service user |
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Anyone who receives a service from us |
Assistance in making your Complaint
Assistance is available to help you complete the Complaints Form - please ask.
If you are under 18 there are advocacy services available - someone to speak up for you - please ask.
Stage 1 – Local Resolution
We aim to resolve all complaints as early on as possible.
You can make your complaint to the staff directly involved in providing the service or to the Designated Complaints Officer who will speak to the relevant Team/Service Manager. You can do this face to face, by telephone, in writing (a complaints form is available to you if you wish) or via email. Once your complaint has been received, we will acknowledge its receipt within 3 working days. The Team/Service Manager will then investigate the issues that you have raised and formulate a written response to you within 10 working days.
Stage 2 – Formal Consideration
If you are not satisfied with the outcome of your complaint at Stage 1, you have the right to proceed to Stage 2 and request a formal investigation into your complaint. This request must be made within 20 working days .We will acknowledge your request within 3 days and appoint an Independent Investigator (who will not have had any previous involvement with your case and is independent of the Council) to investigate your complaint. He/she will interview you, any relevant staff and consider Social Services procedure.
On completion of the investigation you will receive a copy of the report and a written response from the Head Of Service. This should take no more than 25 working days.
Stage 3 – Independent Panel
If you are still dissatisfied, you have the right to have your complaint reviewed by an Independent Complaints Panel. This is managed by the Independent Complaints Secretariat, on behalf of the Welsh Assembly Government.
If you wish to request a Panel Hearing, you can ask the Designated Complaints Officer or contact the Secretariat directly. This can be done verbally or in writing and within 20 working days from the date of the response sent to you at Stage Two.
The Panel will meet within 20 working days of receipt of the complaint and will send you its report within 5 working days of the hearing. A response to the report will then be issued to you from the Executive Director of Community, within 15 working days of receipt of the Panel Report.
If you are still unhappy with this response or you feel that you have been treated unfairly, you have the right to take the matter to the Public Service Ombudsman For Wales.
Useful Contacts
Social Services
Bridgend County Borough Council
Sunnyside, Bridgend. CF31 4AR.
Tel: 01656 642200
Fax: 01656 648689
Email: social.services@bridgend.gov.uk
Designated Complaints Officer
Social Services
Bridgend County Borough Council,
Sunnyside, Bridgend. CF31 4AR.
Tel: 01656 642200
Fax: 01656 642069
Email: social.services@bridgend.gov.uk
Independent Complaints Secretariat
Business Services Centre, Mamhilad House,
Mamhilad Park Estate, Pontypool
NP4 0YP
Tel: 01495 332487
Fax: 01495 332467
Public Service Ombudsman For Wales
1 Ffordd Yr Hen Gae, Pencoed
Bridgend, CF35 5LJ
Tel: 0845 601 0987 (Local call rate applies)
Fax: 01656 641199
Email: ask@ombudsman-wales.org.uk
Care Standards Inspectorate For Wales
South West Wales Regional Office,
Unit C Phase 3,Tawe Business Park
Phoenix Way, Swansea Enterprise Park
Swansea, SA7 9LA
Tel: 01792 310420
Fax:01792 313038
Email: csiw.sw@wales.gsi.gov.uk
Children's Commissioner for Wales
Oystermouth House,
Charter Court,
Phoenix Way,
Llansamlet,
Swansea.
SA7 9FS
Tel: 01792 765600
Fax: 01792 765601
post@childcomwales.org.uk
Children's Commissioner for Wales
Penrhos Manor,
Oak Drive,
Colwyn Bay
Conwy.
LL29 7YW
Tel: 01492 523333
Fax: 01492 523336
post@childcomwales.org.uk
- Last Updated: 02/10/2008
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