Social Care

Compliments / Comments / Complaints

Whichever it is, we would like to hear from you

Introduction | Making a comment | Giving a compliment | Who can make a complaint?

Complaints Procedure:

Stage 1 | Stage 2 | Stage 3

Other ways to complain
Want to know more?

Link to our Contact Centre info

This page explains how
you may make a compliment, a comment or a complaint about Worcestershire Social Care Services. This will help the department to achieve its goal of providing an effective, high quality service.  Use the feedback form to say what you think, or contact your local Advocacy Service if you require help to make your views known. The telephone number is listed below.

Making a comment . . .
The Social Care Services department is always open to suggestions as to how it can improve the service it provides to the people of Worcestershire. If you have a comment or suggestion, please let any member of staff know. Alternatively, you may wish to use the compliments, comments, complaints form.

. . .or giving a compliment
It's always nice to receive praise about the services that Social Care Services provide or the help that you have received from one of its staff. Compliments are always brought to the attention of the relevant Director, and included in the Annual Report.  

Who can make a complaint? Anyone who receives, or is entitled to receive a service from Worcestershire Social Care Services. Or anyone who is acting on their behalf - perhaps a friend or relative.

How to complain

The complaints procedure has three stages:

Stage 1  
Discuss your complaint with the person providing the service, or their manager. Most problems can be resolved this way and our aim is to do so within 20 working days. You will go straight to Stage 2. Very serious complaints will, from the outset, be dealt with at this Stage.

Stage 2
If you are not satisfied with the response at Stage 1 you can contact the Consumer Relations Officer (CRO) with details of your complaint. If you require help to make your complaint the CRO will be happy to assist you. Or you may prefer an independent advocate or another person of your choice to assist you.

You will receive an acknowledgement within 3 to 4 working days. Your complaint will be investigated and the outcome notified to you within 25 working days. However, where matters are more complicated, the time limit may be extended to a maximum of 65 working days. An independent person will be appointed when complaints are being brought by, or on behalf of children.

Stage 3
If you are still not satisfied, you can ask the CRO to have your complaint looked at by a Review Panel chaired by an independent person. You must do this within 20 days of the written reply to your complaint, explaining why you are dissatisfied and stating the outcome you are looking for. The Panel should be set up within 30 days of receiving your request.

Other ways to complain
You can discuss your complaint with your local County Councillor or MP (addresses from the county council, your local CAB or library). Or you can go directly to the Local Government Ombudsman at: PO Box 4771, Coventry CV4 0EH.  Tel: 0845 602 1983.

However, the Ombudsman will expect you to have given the Social Care Services a chance to deal with it first.

For independent help: Contact Onside Independent Advocacy (01905 27525)

Want to know more?
If you want more information or help, please ring the Consumer Relations Officer for either Children's Services or Adult and Community Services. They will do their best to answer your queries.  Tel: 01905 766365 (Adult Services) Tel: 01905 766366 (Children Services)

If you need help understanding this page in your own language, please contact: Ethnic Access Link: Tel: 01905 25121

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