Introduction
These pages deal with Compliments, Comments, Concerns and Complaints that are subject to statutory procedures. Adult services are any services provided by Family Services to older people, adults with physical or learning disabilities or those receiving mental health support.
On 1 April 2009 the new complaints procedure came into force, to make our organisation better at listening, responding and learning from peoples experiences.
The aim is to make it easier for service users to resolve their concerns and complaints and for them to have a voice.
The process should:
- LISTEN to what the service user is saying.
- RESPOND in a timely manner and resolve the issue.
- LEARN and improve services.
The following may be helpful:
School complaints
The complaints about schools must be discussed with the headteacher or the chair of governors as schools have their own complaints procedure over which family services have no authority.
Family Service complaints
Complaints about the functions of Family Services acting as the Local Authority (LA) can be made through the complaints section by telephoning 01924 302840. The Council’s corporate complaints procedure will be used.
