Complaints about social work services are dealt with in line with our Social Work Complaints Handling Procedure, which you can read below.
We define a complaint as:
"An expression of dissatisfaction by one or more members of the public about the social work service's action or lack of action, or about the standard of service provided by or on behalf of the social work service."
Complaints can be wide ranging but typically will fall into the following general categories:
- Dissatisfaction with the service provided, both quality and quantity
- Dissatisfaction with service refusal
- Dissatisfaction with decision making
- Dissatisfaction with staff conduct
- Dissatisfaction with delays in responding
- Dissatisfaction with assessments both financial and needs
- Dissatisfaction about withdrawal of service.
Our key principles are that our process will:
- Be quick and simple
- Be objective and transparent
- Seek early resolution
- Deliver improvement
- Be service user focused
- Be accessible.
You will not be discriminated against as a result of making a complaint.