EXPLORE ABERDEEN

Comments or Complaints

Have Your Say

Aberdeen City Council Social Work Services provide some of the most complex, wide-ranging services to the community.  Our staff cover a wide range of jobs, and include social workers, care managers, occupational therapists, home carers and care assistants, as well as planning officers, administration staff, and drivers.

Help Us - Talk To Us!

We are always trying to improve our services and you can help!  We would like to hear your comments or complaints about the services we provide.

If you are pleased with the service we provide, please tell us.  You may have a suggestion about how we can improve. Sometimes the most straightforward ideas have the greatest benefit.

To do this you can use the Aberdeen City Council comments card which can be obtained from council establishments throughout the city or by telephoning the Customer Care Centre on 01224 522002.

What If You Have A Complaint?

We want to hear from you if you are unhappy with any of our services.  We are here for your benefit and we believe you are entitled to a quality service.

You could be unhappy for a number of reasons:

  • perhaps you feel you have received a poor quality service
  • you believe that you have been treated unfairly because of your sex, race, language, age, sexual orientation, religion or disability
  • a member of our staff has upset you
  • you are not happy with a decision that has been made

How To Comment Or Complain

You can:

  • Return the form:
    • Complete the pull-out form at the end of the  Have Your Say booklet and return it to the Social Work Complaints Officer (the address is given below). The booklet is available from all Social Work Offices. Alternatively you can download the  Have Your Say leaflet here.

  • Write a letter:
    • Write a letter of complaint, telling us why you are dissatisfied, and send it to the Social Work Complaints Officer (the address is given below)

  • Ask a member of staff to write for you:
    • Ask the member of staff to help you make your written complaint. They will show you a copy of what has been written and ask you to sign it

  • Ask someone to complain on your behalf
    • In any of the ways listed above

  • Phone us:
    telephone your local Social Work Office,
    or the service at St Nicholas House 08456 080910
    or the Social Work Complaints Team on 01224 523445

  • Email us at scwb_complaints@aberdeencity.gov.uk 

Send complaints/comments to:

  • Mrs Denise Thomson
    Social Work Complaints Officer
    Social Care and Wellbeing
    Aberdeen City Council
    St Nicholas House
    Broad Street
    Aberdeen
    AB10 1AX

What Will Happen With Your Complaint?

Once we have received your written complaint:

  • We will send a letter of acknowledgement within 5 calendar days. If you do not receive a letter of acknowledgement by then, you should contact the Complaints Officer.
  • A senior officer will investigate the complaint. They will aim to finish the investigation within 28 calendar days. If it appears that this will take longer, they will contact you in writing to explain the reason for the delay and negotiate with you to agree how long is required for the response to your complaint to be issued.

If you are dissatisfied with how your complaint is handled, you should contact the Complaints Officer 01224 523445.

After your complaint has been investigated we will write to tell you what we have found and what we intend to do.

What If Our Response Does Not Satisfy You?

If you are dissatisfied with the response to your complaint, you can request that the matter be referred to the Complaints Review Committee.  This committee is independent and is made up of lay people.  It is organised by Aberdeen City Council Resource Management Committee Services.  You can ask a relative, friend, or professional advisor, such as a solicitor to represent you at this Review Committee.  Details of how to contact the Complaints Review Committee will be included in the response that is sent to you.

If, following the Complaints Review Committee, you are still dissatisfied you may contact the Scottish Public Services Ombudsman who may decide to undertake an independent investigation on your behalf.  Details of how to contact the Scottish Public Services Ombudsman will be included in the reply which is sent to you by Complaints Review Committee.

For further information go to Scottish Public Services Ombudsman website.

Other People Who Can Help You

You may feel that you want to talk to someone else to help with your complaint. There are a number of people you can approach who will advise you. These include:

  • Your Local Councillor
    You can find out the names of your local Councillor in your local library, on the Council website or by contacting:
    Members Support Section
    Town House
    Broad Street
    Aberdeen
    AB10 1FY
    Tel. 01224 522178.

    All Councillors hold surgeries where members of the public can discuss matters with them.  Surgeries are advertised in local newspapers, libraries and community centres.
  • Your MSP or MP
    You can speak to your MP/MSP at their surgery. You can also write to your MP at House of Commons, London, SW1 0AA or your MSP at The Scottish Parliament, Edinburgh EH99 1SP.
  • Local Advice Centres
    Professional staff at local advice centres offer free and unbiased advice on a wide range of subjects: