Complaints and representations procedure, adult social work

Complaints are usually received electronically and will be acknowledged within two working days of receipt with a decision on how we intend to proceed or signposting you to another part of the service who can better respond to your issues.

If the complaint has been received via another organisation (for example, NHS), the complainant will be notified within two working days of receipt of the complaint from that agency that their complaint details have been received by the council.

The acknowledgement may be made verbally or in writing and will contain details of the way in which the complaint will be handled and the response timeframe.

You will also be offered the opportunity to discuss your complaint issues.