Social Services Complaints
If you are unhappy about the social services you are receiving,
you have a right to complain.
We aim for high standards but sometimes things do go wrong. We
will only be able to help you and try to put things right if you
tell us you are unhappy. Don't be afraid to complain. We welcome
your comments, both positive and negative, because they may help us
to improve our services for everyone.
The complaints process has three distinct stages. You may make
your initial complaint at either Stage 1 or Stage 2:
Stage 1 - local resolution
Most problems are best sorted out by the staff who are working
with you. Contact the person in charge of your local service or
contact our complaints officer who will speak to that person on
your behalf. You can do this face-to-face, by telephone, in writing
or by email. They will do their best to sort things out quickly.
This should take no more than two weeks.
Stage 2 - formal consideration
Contact our complaints officer who will arrange for someone not
involved in providing your service to investigate the complaint.
You have the right to expect a response from the Council within
five weeks. You may contact the complaints officer to make your
initial complaint or after having spoken to the staff who work with
f you remain unsatisfied at this stage you can ask for a review
of how we have dealt with your complaint by an independent panel
(this is called Stage 3).
You may ask for more detailed information about the
complaints procedure first, to help you decide whether to make a
Social Services Directorate
2nd Floor, Dock Offices
Barry, CF63 4RT
Tel: 01446 704800
It is your right to complain if you are not
happy with the quality of the services you receive and it is our
duty to look into your complaint and try to resolve it.