Social care comments compliments and complaints
Compliments
You may wish to thank a member of staff who has been very helpful or you may think that the service you have received has been very good. We will share your compliment with the relevant member of staff and managers and will use it to improve our services.
Comments
If you have a suggestion or idea about how a service could be improved please tell us. We will pass your suggestions on to the manager of the service area who will look into your idea and will let you know the outcome.
Complaints
Sometimes standards fall short of what you would expect or somebody doesn’t do what they said they would. If this happens and you can’t sort it out with the people involved you may want to complain.
Confidentiality
If you are complaining about a staff member and do not wish them to know, we will respect this. However, it may be difficult to fully investigate your complaint.
Representation
You have the right for someone to make a complaint on your behalf. We will ask you to give consent for them to do this.
Independent advice and advocacy
An advocate is someone who does not work for the council and can help you to make a complaint and make sure your views are heard. They can also speak for you at meetings if you wish.
If you want the support of an advocate
Customer Relations can tell you where advocacy services are available for adults. For children and young people, Customer Relations can ask an independent agency to provide support.
Other organisations such as the Citizen’s Advice Bureau may also be able to help. Your local MP or Councillor may also give you independent advice.
Stage 1- Local resolution
Most complaints are sorted out at this stage. You can make a complaint in person or in writing to any member of staff. We will write to tell you we have received your complaint.
The Local Manager will provide a written response to your complaint. We try to give you a response in 10 working days but it may take up to 20 working days but we will keep you informed. If you are not happy with the response Customer Relations may offer you a meeting with a manager to try and sort things out.
If you complain about an Agency that provides a service to you on behalf of social care, we will ask you if we can pass it on.
The Agency deals directly with Stage 1 complaints. If you are not happy with the response you receive, it may be looked at by the Council.
Stage 2 – Investigation
If you are not satisfied with your response you can ask for an Investigation.
We try to give you a response in 25 working days. If the matter is complex it may take longer, up to 65 days, but we will keep you informed. If the complaint is upheld we will tell you what action will be taken to put things right.
Stage 3 – Independent review
If you are still unhappy you can ask for an Independent Review . You have 20 working days after receiving the stage 2 response to ask for this. A panel will look at how your complaint has been handled. You may attend. The Panel should meet within 30 working days of your request. After this The Director will write a response to you within 15 working days.
Mediation service
If you do not want to complain to get things sorted you may want to try the Mediation Service. We use trained mediators who will bring you together with the manager to help you reach a satisfactory solution.
You retain the right to complain if mediation does not resolve all of the problems.
Other action you can take
If you are not happy with how your complaint is handled you may want to contact the Local Government Ombudsman. You can do this at any time. The Ombudsman usually expects the local authority to have had the opportunity to look into your complaint first.
Contact details of the Local Government Ombudsman
Tel: 0845 602 1983. Calls are answered Monday to Friday from 0830 to 1700
Text: 0762 4804323
Email: ask@lgo.org.uk|
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
If you would like a leaflet about the Ombudsman and what they will consider please contact Customer Relations.
Contact details for other services
If your feedback is about other sevices or another part of the council you can:
Helping us to help you
We promise to be professional at all times. In return we ask that you treat our staff politely and with respect. If you are not happy with the way that you are dealt with then please ask for the complaint to be referred to the next stage of the procedure rather than venting your anger or frustration on our staff.
The Customer Relations Team is available to guide you through the process at any stage. Please contact us for further information.
How to contact us and give feedback
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Telephone or write to the service area concerned and speak to the manager
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Telephone Customer Relations on 01234 228992 or 01234 228597
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Text Customer Relations on 07795 686459
Data Protection Act 1998
Please note that the personal details supplied on this form will be held on a file and/or computerised by Bedfordshire County Council for the purposes of assessing your compliments, comments and complaints.
Your personal details may be shared internally within the Council for this purpose, but will be safeguarded and will not be divulged to any other individuals or organisations for any other purposes.
Contact Customer Relations
Customer Relations Freepost
Bedfordshire County Council
Cauldwell Street
Bedford
MK42 9AP
Keep a copy of this information
All of the information contained in this section of our website is available to download as a pdf - see below.