Why we want to hear from you
We need you to tell us how you feel about our social care services. We like to know when we are getting things right, and we also need to know when there are problems. If we have made mistakes or could have done something better, tell us!
You may have comments, suggestions, compliments or complaints about:
- The kind of services we offer
- The way you get help and services
- How helpful our services are
- Services you haven’t been given
We will:
- Listen to what you have to say
- Take action where we can
- Act as a signpost to others who can help, if we can’t
- Respond to you promptly
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What you can do
Talk to the member of staff you normally have contact with about how you feel, especially if you are concerned or think there is a problem. We want to sort things out straight away whenever we can – don’t let things fester.
Sometimes you might want to talk to a more senior person – don’t be afraid to ask to do this. Do not worry that you are “making a fuss”, if something is upsetting you we want to try to sort it out.
You might find it difficult to approach staff directly, or want to talk to someone else. If so, please get in touch with:
The Customer Relations Team
PO Box 9
Shire Hall
Warwick
CV34 4RR
Tel: 01926 414102
Fax: :01926 476622
e-mail: customerrelations@warwickshire.gov.uk
The Customer Relations Team can help you to put your concerns forwards, and can talk to you about how to use our complaints and representations procedure if you don’t feel that your concerns have been sorted out properly. |
Help Expressing your views
All our staff would be happy to help you express your point of view, or arrange for someone else to talk to us on your behalf. Or you might want a friend or relative to talk to us for you.
You might want to get independent advice and support from somewhere like your local Citizen's Advice Bureaux, Age Concern, or somewhere similar. There are also some local voluntary groups who would be pleased to help, such as Advocacy Alliance and the Childrens Rights Project.
If you need some help communicating with us because English is not your first language, we can arrange help with translation and interpreting.
We can also help with things like interpreting into British Sign Language, and using alternative formats such as Braille.
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Your Records
We need to be able to look at all the relevant records held about you by us so we can investigate your concerns properly.
We will ask your permission to see this information. If you are complaining on someone else's behalf, we will normally have to ask their permission. |
Keeping things confidential
We will make sure that only the people who need to know are involved in investigating your complaint and taking action.
We will try to respect your wishes if you want things to stay "confidential", but this may make it difficult to find out what happened and take action to put things right.
If what you tell us about is a crime, or will affect the safety of a vulnerable child or adult, we cannot keep this secret - but we can help you to make sure the right people are told and the right action is taken. |