Complaints must be made within 12 months of an event occurring or coming to the complainant’s notice.
We may consider complaints made outside of this timeframe if we are satisfied that:
There are some matters that we are not required to deal with through Adult Social Care complaint processes. This is usually because a concern has already been dealt with or there are more appropriate ways of managing the problem, for example when the matter:
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would be more appropriately managed through / is subject to processes such as employment, disciplinary or grievance procedures, criminal investigation and court proceedings
Where the council is not required to act on a complaint, we will explain why in writing and, where possible, suggest other steps that may be taken instead.
Verbal concerns raised with our staff and resolved to the complainant’s satisfaction by the end of the next working day are not managed as complaints.
Anyone dissatisfied with services arranged or commissioned by the council but provided by another organisation (such as a domiciliary care service or care home) should:
Anyone who is self funding their care and support arrangements and has entered into an agreement independently of the council with a social care provider (such as a care home or a home-care agency) should: