The complaint handling process
We will always attempt to resolve matters informally and at the earliest opportunity wherever possible. Most concerns can usually be promptly resolved through normal service delivery processes, without ever needing to be escalated to a formal complaint.
If matters are unable to be resolved informally, then the pathway the complaint will follow will depend on the subject and nature of the complaint.
The Ombudsman’s Complaint Handling Code for councils sets out a clear process for responding to and resolving complaints effectively and fairly. Service complaints will be managed through a two-stage process (see sections 13 and 14 below), while social care complaints relating to Children’s and Adult Social Care services, including care homes and other care providers, are governed by slightly different procedures and regulations, known as the Statutory complaint procedures (set out in sections 21 and 22).
Sometimes a complaint may include some matters which could be dealt with under either the regular or the Statutory complaint handling procedure. In such cases, the whole complaint will be dealt with under the Statutory process, unless the matters complained of can be easily separated and responded to. The Service Recovery team will consider which appears the most appropriate procedure to address the complaint and will communicate this to you, explaining why this is.