Complaints and representations procedure, adult social work
8. Complaints relating to care standards
Where a complaint received by the council relates to care standards (that is,services provided by an establishment or agency registered under the Care Standards Act 2000 (opens new window)) consent will be sought from the complainant or their representative to share details of the complaint with the Registered Person (that is the person who is registered under Section 11 of the Care Standards Act 2000 as in charge of the establishment or agency complained about) . Once this consent has been received, details will be shared as soon as reasonably practicable.
Where a complaint relates in part to care standards and in part to matters for the council to consider, the council will confirm to you which parts of the complaint will be dealt with by the Registered Person responsible for the care provision and which elements by the council. The council will cooperate with the Registered Person to ensure a coordinated response is provided to the complainant.