How we deal with complaints

We take any complaints we get seriously. We have processes to follow to make sure that every complaint is dealt with fairly and sorted out as quickly as possible.

For most complaints we will follow a staged procedure

Stage 1: Handled by the service within 10 working days
Stage 2: Handled by the Director of the Service area or their nominee, except Children's Services (corporate policy) and Housing which will be dealt with by the Complaints Resolution Team within 20 working days

More details are available in:

Children's Social Care (statutory complaints) 

Stage 1: Resolution by the service within 10 working days
Stage 2: Independent investigation within 25 working days
Stage 3: Review panel

More details are available in the Children's Services procedure

Document Type Size
Corporate Services and Adult Social Care Complaints Policypdf253.2 KB
Unreasonably Persistent and Vexatious Customer Behaviour Policypdf199.7 KB
Children's Services Complaints Procedurepdf473.5 KB