www.wiltshire.gov.uk
Complaints (Stage 2 of the Adult Social Care Complaints Procedure)
Fact Sheet No: FS17
Name of Service: Complaints (Stage 2 of the Adult Social Care Complaints Procedure)
Abbreviation:
Service Type:
Summary of Service
The Department of Community Services Adult Social Care Complaints Procedure has three stages; the first stage is aimed at resolving problems swiftly and at a local level. The second stage is a fuller and more detailed investigation of the complaint where it has not been possible to sort things out locally.
Details of Service
- When the Complaints Manager receives your request for your complaint to be investigated at stage 2 of the Complaints Procedure, they will appoint someone to carry out an investigation (an Investigating Officer) as soon as possible. This person will not be in direct line management of the service or person that is being complained about.
- In some instances the Complaints Manager may appoint an Independent Person as well as an Investigating Officer. This would be someone who is not a current employee or member of Wiltshire County Council. They will work alongside the Investigating Officer and make sure that everything is done fairly. They will write their own report at the end of the investigation.
- The Complaints Manager or Investigating Officer will check the details of your complaint and the outcome that you are hoping for and agree a written record of the complaint with you.
- The Investigating Officer will then investigate your complaint in detail, reading relevant documents and records and talking to the people involved. They will ask for your permission to speak to the people they need to interview about the complaint or to look at your records.
- The Investigating Officer may be able to identify ways to resolve the complaint to your satisfaction during their investigation.
- The Investigating Officer will make a written report of their investigation to the Head of Service for Adult Social Care. The Head of Service will send you a written response to your complaint (known as an Adjudication) including details of any action that will be taken and when. The Complaints Manager is responsible for monitoring the implementation of the action agreed and reporting to the Director of Community Services about what has been done.
- You should receive your written response from the Head of Service within 25 working days of your request for your complaint to proceed to Stage 2. This time can be extended to up to 65 working days, but if an extension is needed the Complaints Manager will contact you to discuss it and confirm when the response will be sent.
- The Complaints Manager is responsible for ensuring you are kept informed about what is happening with your complaint and if you want to discuss anything please contact them on 01225 713953. They will always be happy to talk to you about any support that you may need during the complaints process including advocacy and interpreting for example.
- If you are not satisfied with the response that you receive at Stage 2 you may request that your complaint is submitted to a review panel by writing to the Complaints Manager within 20 working days of the Stage 2 response being sent to you outlining the reasons that you are unhappy with the response.
You keep your right to approach the Local Government Ombudsman about your complaint at any time but usually they do not look into complaints until they have been through the full Complaints Procedure of the local authority concerned. The Ombudsman who covers this area can be contacted at:
The Oaks No. 2
Westwood Way
Westwood Business Park
Coventry
CV4 8JB
Phone: 024 7682 0000
Fax: 024 7682 0001
Email: enquiries.coventry@lgo.org.uk
You can also visit their website at www.lgo.org.uk
Or call their advice line: Lo-call 0845 602 1983
How and when can you contact us?
Adult Care Complaints Manager:
By Telephone:
01225 713953
By Fax:
01225 713953
By Email:
socialservices@wiltshire.gov.uk
Or contact the Social Care Help Desk:
By Telephone:
01225 713001
By Fax:
01225 713355
By Email:
socialcarehelpdesk@wiltshire.gov.uk
Weekdays:
Monday – Thursday - 08:30 – 17:20
Friday - 08:30 – 16:20
If you need urgent help outside of these hours, you can call the Emergency Duty Service on 0845 60 70 888
For more information you can either:
- Contact the Social Care Help Desk 01225 713001, or
- Visit the Wiltshire County Council website www.wiltshire.gov.uk/factsheets
This Fact Sheet can be produced, on request, in other formats and languages. Please contact the Social Care Help Desk on 01225 713001.
