Complaints and representations procedure, adult social work
16. Remedies
When we don't get things right, we will act to:
- accept responsibility
- explain what went wrong and why
- put things right by making any changes required
- we will tell you what we are going to do and when we expect to have completed the work
The action we take to put matters right (that is, redress) in response to a complaint, can include any combination of remedies which will normally include an explanation and apology. The general principle we follow is that you should, so far as possible, be put in the position you would have been in, had things not gone wrong. The remedy should also be appropriate and proportionate to the circumstances and to any injustice caused.
It will take account of your views and desired outcomes and the effect of your own actions, such as delay on your part. Where the remedy takes the form of a payment, it is often a modest amount whose value is intended to be largely symbolic, rather than purely financial.
The council takes careful consideration of the LGSCO guidance on good practice and remedies: Guidance on remedies - Local Government and Social Care Ombudsman (opens new window)