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 Policy | 253.2 KB | |
| Unreasonably Persistent and Vexatious Customer Behaviour Policy | 199.7 KB | |
| Children's Services Complaints Procedure | 473.5 KB |
