Social Services Complaints Procedure
What to do if you have any comments or complaints to make about Social Services
Introduction
Clackmannanshire Council, YOUR Council, continuously strives to improve the quality of services being provided to local people. We would like to know what YOU think, if:
- you can see ways for improvement... please let us know
- we have done well... we would appreciate your comments
- service has been poor... you may wish to complain
Comments or Suggestions
If you have any comments or suggestions you may:
- Contact your social services officer,
- The Service Manager,
- The Head or Service, or
- Your Local Councillor
What is a Complaint?
You can complain about services that are provided by Clackmannanshire Council if you feel we have:
- Done something wrong
- Done something we should not have done
- Failed to do something we should have done
- Behaved unfairly or discourteously
- Not carried out a service to an agreed standard
- Not responded to your request for a service within our stated timescales
Complaints can be made to the council either by yourself, a relative, someone in your care or by someone who wishes to be represented by you.
Making A Complaint
3 STAGE INVESTIGATION PROCESS
- Stage 1
- You can make a complaint by speaking to the member of staff providing the service and/or their manager in person, by telephone, letter or by email.
- Stage 2
- If your complaint cannot be resolved in stage 1 you may wish to contact The Complaints Officer to make a formal complaint. The Complaints Officer, who will carry out the investigation into your complaint, works independently of local and senior management and reports directly to the Chief Social Work Officer. The Complaints Officer will acknowledge the receipt of your complaint within 5 working days and attempt to complete the investigation within 28 days. You will be informed of the outcome by the Chief Social Work Officer within this target of 28 days. If this target of 28 days cannot be met, you will be informed of the delay, the reason for the delay, and the new target for responding.
- Stage 3
- If your complaint has been formally investigated through the complaints procedure and you remain dissatisfied with the outcome you have the right to ask for your complaint to be heard by an independent Complaints Review Committee (further information on this available at your request).
Confidentiality
Your complaint will always be kept confidential and details will only be disclosed to those persons who need to know for the purpose of the investigation.
You may wish to remain anonymous but this may limit the investigation.
The Scottish Commission for the Regulation of Care
Although we would encourage you to use our local Complaints Procedure, you also have the opportunity to complain directly to the "Care Commission" if your complaint is in relation to one of the following regulated services.
- Residential Care for Children and Young People (including Residential School)
- Care Homes for Elderly People
- Day Care for Children
- Day Care for Elderly and Vulnerable Adults including care at home
- Secure Accommodation for Young People
- Accommodation Service for ex-offenders, people on probation or released from prison.
The Scottish Commission
for the Regulation of Care,
11 Riverside Drive,
Dundee,
DDY 4NY
Tel. 01382 207200
www.carecommission.com
Complaints Monitoring
Reports are compiled by Social Services for the Council and for the Scottish Government detailing the number of complaints received and how we have responded to these.
This information is used as a quality measure in order to help improve services and procedures. Complaints statistics do not contain personal information (which is kept confidential throughout your complaint).
Complaints Officer
The Complaints Officer can be contacted using the details below.
Contact information
For further information about this page please contact:
Complaints Officer, Social Services
Lime Tree House, Castle Street, Alloa, FK10 1EX
Tel: 01259 452367 / 450000 Fax: 01259 452522
Email: adultcare@clacks.gov.uk
Or use the on-line contact form.