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| Social care complaints procedures There are two separate Complaints Procedures for Social Care Services. There is a Children & Families Social Care Complaints Procedure and an Adults Social Care Complaints Procedure. Children & Families Social Care complaints |
All complaints are dealt with at one of these stages. You will be asked how you would like us to deal with your complaint. "On the spot" problem-solving Usually we can sort out a problem straight away. Tell whoever you have contact with what has happened, and they can often sort things out there and then. Stage One - Looking for a quick solution Occasionally a more senior person (the team or unit Manager) needs to look at what has happened. You have the right to ask for this, and we aim to respond within ten working days. Stage Two - Making it "formal" You may wish to have an independent point of view, from outside the team or unit, for more serious matters, or you may not be happy with the outcome at Stage One. The Customer Relations Team will arrange for your complaint to be investigated by a fully accredited investigating officer. You will receive a written report, and a formal response from a senior manager. We aim to do this within 25 working days, but this may be extended to a maximum of 65 working days with your agreement if this is a complex complaint. Stage Three - Independent Review If you are unhappy with the outcome at Stage 2, you can ask for an Independent Review Panel. Three independent people will review the whole situation, meet with you to hear what you have to say, and decide if:
Adult social care complaints From 1st April 2009 a single complaints system has been introduced for all health and local authority adult social care services in England. The aims of the new process are to:
The new proposals challenge us all to resolve complaints more effectively by responding more personally and positively to people who are unhappy, and making sure we do not lose any opportunity to learn about and improve our services. Resolution within 1 Working Day As soon as someone tells us verbally that they are unhappy about a situation, incident or service, we need to decide quickly if the situation can be resolved to the customer’s satisfaction within 1 working day. Once a customer has agreed to this type of resolution, and we have acted as agreed with the customer, the issue cannot be raised again at a later date by the customer through this complaints process. The Adult Social Care Complaints Procedure If someone raises a concern which is not resolvable within 1 working day, it will be registered within the Adult Social Care Complaints Procedure. The handling and consideration of complaints in Warwickshire Adult Social Care goes through a 6 step process to make sure that the complaint is investigated properly: Receipt and acknowledgement Assessment Investigation Response Resolution Evaluation The relevant timescales are:
You will be asked how you want your complaint to be handled, and what you want to happen to put things right. To view our full complaints procedures please click on the text links below. Warwickshire County Council Corporate Compliments, Comments and Complaints Policy 
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