How will your complaint be handled?

We will let you know that we have received your complaint within 3 days of receiving it.

We will always ensure that a manager deals with your complaint.  We will tell you the name and the position of the person who is investigating your complaint.

You will receive a full response within 10 working days. If this is not possible, we will send you a letter explaining why there is a delay and saying when you will receive a full response.

Please note that in line with Government Legislation, complaints about Adult Social Care and Childrens Social Care are covered by a different standard.

Solutions to your complaint

Following our investigation, if your complaint is upheld, the service area involved will try to solve the problem.

• We will apologise and explain what went wrong
• We will provide the service you are entitled to receive
• We will change procedures, where relevant, so that the mistake is not repeated

We may offer a cash payment or some other form of compensation.  This will only be offered if you have suffered as a result of the way the service was provided and if compensation is appropriate. Compensation payments must be authorised by the Strategic Director for the service area involved.

Last updated: 22/11/2010